Remove call center workforce Remove Contact Center Remove contact center workforce Remove Service level

Are Remote Agents the Future of Contact Centers?

Monet Software

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce?

When Elite Plumbers Wished They Had Workforce Management

Verint

Two brothers, Joseph and Henry Pendleton, started Elite Plumbers with the vision of delivering concierge-level plumbing service to serve upscale neighborhoods. Field personnel were backed with an equally professional call center. Not understanding the impact of freezing weather in the South, the call center was not staffed adequately and was unable to handle these surges. Imagine that it was a cold and snowy night. And starting at 6:30 a.m.,

Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

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?