Inspiring a new type of call center workforce


With Millennials soon making up half of all call center workforces, organizations need to plan how to train, inspire and retain telephone agents in an industry where the average turnover rate is an astonishing 33%.

Essential Technologies in Call Center Workforce Management

Tenfold - Contact Center Blog

Improved agent efficiency and productivity turn call centers from a cost into a profit. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center.

Is Your Call Center Workforce Management Optimized?

Insite Managed Solutions

Is Your Workforce Management Optimized? As you determine what makes your contact center successful around workforce optimization, do you measure Service Level, Staff Utilization, or a combination of both? The question becomes how do you achieve consistent Service Levels?

Should you outsource your customer service?


WHY YOU SHOULD OUTSOURCE YOUR CUSTOMER SERVICE. Customer service is a vital part of any business, but the question is, should it be kept in-house? There are a lot of benefits to be gained when you outsource your call centers. Most businesses have found out that outsourcing their customer services has been the best fit for their business, so why don’t you do the same? Outsourcers are expert service providers.

An Easy Approach to Managing Contact Center Peak Times [Slideshare]


Peak times tend to be a touchy topic for call centers. Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms.

Head to the Big D May 14-17 for the Verint Engage Customer Conference


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. Hear from Holland American Line, PlumChoice, NRG Energy, Allianz Worldwide Partners, Premier Bankcard and Navy Federal Credit Union on how they put Verint solutions to work to better serve their customers. Share your perspectives on doing business with us in the Customer Experience Zone. Inspiration. Professional growth. Networking.

Facing the Future of Contact Center Employee Engagement


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.”. The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement.

When Elite Plumbers Wished They Had Workforce Management


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. They picked an affluent southern community and quickly attracted hundreds of customers, many of whom lived in elegant but aging homes. Whenever a deep freeze occurred and the water stopped flowing, customers panicked.

Consistent Performance

Brad Cleveland

If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. And the reasons – the economy, changes in customer behavior, etc. – That … Call Center Workforce Management Brad Cleveland Contact Center Customer Service ICMI

How You Can Improve Efficiency of Your Call Center Using Workforce Management

Etech GS

According to Forbes, engagement is the key to effective workforce management. With estimates claiming that only 30% of employees are engaged, managing the workforce becomes a lot more difficult than it used to be. Understand the Millennial Workforce. Customer rating.

3 Key Soft Skills Every Call Center Agent Must Have

Win the Customer

Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art. Here are the top 3 soft skills successful call center agents should possess.

2017 Call Center Trends

CSR Inc.

First some good news: call centers aren’t going away this year (well, not exactly – but more on that later). And while call centers are expected to see an uptick in staffing in 2017 ( did you know that 4% of working Americans – about 5 million – already work in a call center ?)

Contact Center Business Master Plan: 5 Steps to Follow

Dialer 360

It doesn’t matter what category of call center you are planning to set up. This is important to remember setting up call center requires a considerable investment of time and money. Set up a contact center for your business is an investment of both time and money.

Top 10 Technological Contact Center Trends

Insite Managed Solutions

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Social Media: Social media has fundamentally disrupted the call center.