Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Clearly, employee engagement is of paramount importance to an overwhelming majority of contact center executives today. Figure 2: Contact Centers Willing to Change to Accommodate the Millennial Workforce.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

Etech GS

OCTOBER 23, 2019

Whether the employees are human or robotic, workforce optimization helps teams to work smarter instead of harder. As the name suggests, contact center workforce optimization involves using managerial practices to ensure maximum productivity meets maximum efficiency. How To Implement Workforce Optimization.

contact center workforce 72

contact center workforce call center workforce Wait times Coaching 72

Playvox

MAY 24, 2023

For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Workforce management metrics provide crucial insight into how well you are planning your workforce.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Verint

AUGUST 7, 2017

Workforce management software is thought by some to be a solution required only by the very largest contact centers. In fact, WFM is highly desirable—and in some cases essential—for contact centers with as few as 50 agents.

Management 27

Management Service level Contact Center Call Center 27

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? What is Workforce Optimization (WFO)? How does WFO work in the Call Center? Workforce Management.

Management 86

Management Gamification Quality management Schedule adherence 86

Verint

FEBRUARY 21, 2018

Inspiration. Professional growth. Networking. There’s a single event that can help you with all of these—and help you better leverage your Verint solutions, to boot. It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17.

Entertainment 36

Entertainment Best practices Journey mapping Management 36