Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Management and motivational techniques are also required to overcome these new challenges.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes.

call center workforce 52

call center workforce Call Center Management Gamification 52

CSR Inc.

JANUARY 8, 2017

The Millennial generation is changing the way we do business, and call center managers are learning that not only are we changing how we market and sell to them, but also how we train and integrate them into the workplace.As Bad customer service isn’t cheap, and the situation isn’t getting any better.

Call Center 48

Call Center Multichannel call center workforce Gamification 48

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Nicola Behr. Nicola Behr.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Verint

AUGUST 17, 2017

I recently recorded a podcast with Verint’s Kelly Koelliker entitled, “Millennial Workforce? in which we discuss the characteristics of millennial workers and how contact center managers can best prepare to meet those needs in the years ahead. Don’t Panic!”

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

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)? Workforce Optimization is a business strategy that joins business performance and workforce management.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. KPIs or call center metrics vary from organization to organization, and different areas of the business require their own sets of KPIs or measurements.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52