NobelBiz

MAY 22, 2022

Because of the socio-economic turmoil created by the same lockdowns, the pool of candidates ready to take up a job in a remote-work call center grew exponentially. Of course, it is always better to have a wider talent selection pool. WATCH NOW What is call center workforce management?

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call center workforce Call Center Management Gamification 52

Monet Software

MARCH 4, 2021

And for employees, to have their opinions and firsthand experience valued in this manner was extremely motivating—and that helped enhance contact center employee engagement. #2 Speaking of employee engagement, it recently got a big boost in many SMB contact centers. Sure, there’s always talk about call center workforce engagement.

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call center workforce Employee engagement Contact Center Call Center 71

Horizon CX

APRIL 3, 2023

It’s not like they are the only ones doing this—different options of course, but everyone uses the same boring message. And of course, there’s also the standard message; “this call may be recorded for training purposes.” Instead, customers are greeted by robots or automated messages before getting directed to a real person.

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Contact Center Entertainment call center workforce Call Center 52

Callminer

DECEMBER 17, 2019

However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Of course not all call centers are outsourced, nor are all call centers purely customer-facing operations.

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Playvox

MAY 24, 2023

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management metrics provide crucial insight into how well you are planning your workforce. Invaluable.

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call center workforce Metrics Schedule adherence Call Center 52

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Every time an agent attends a call, all relevant customer details will pop up automatically. This gives the contact center executives seamless access to updated customer data, including a record of earlier interactions, enabling them to have a more personalized interaction with each customer.

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call center workforce Call Center Technology Management 54

Calltools

JUNE 10, 2020

Training call center agents in-person can be challenging and mentally draining. Having the right tools and techniques at your disposal can help you develop a team of call center agents that are effective. You can use this tool to coach your agent during the call rather than after the fact.

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