Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Fonolo

MARCH 8, 2022

Call centers that provide exceptional customer service usually have many people working behind the scenes to ensure operational efficiency. One vital aspect of call center efficiency is call center workforce management (WFM). Industry Report: State of the Contact Center 2022.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Balto

FEBRUARY 8, 2023

In this guide, we’ll help you understand what call center workforce management is and why it’s important. We’ll also share some actionable tips that can inspire your workforce management strategy. What Is Call Center Workforce Management? These include voice, email, web, chat, and SMS interactions.

Call Center 52

Call Center Management call center workforce Contact Center 52

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Don’t Panic!”

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

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? But what makes WFO different from WFM?

Management 86

Management Gamification Quality management Schedule adherence 86