Global Response
MAY 1, 2023
Is workforce management really necessary for call centers? The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming. Ready to perfect your CX?
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.
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Etech GS
SEPTEMBER 25, 2019
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. Some managers say prior generations were easier to manage because they were more predictable.
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.
Vistio
MARCH 18, 2024
For contact center managers, trying to keep a full staff of experienced agent can feel like trying to fill a leaky bucket. Offer regular feedback: Constructive feedback helps agents identify their strengths and areas for improvement, reinforcing their understanding of best practices and get better at their job.
Monet Software
MARCH 4, 2021
No one had all the answers in 2020—not call center executives, workforce managers or agents themselves. Although this was often frustrating, many leaders solicited more feedback and ideas from all corners, including from frontline employees. Sure, there’s always talk about call center workforce engagement.
Aspect
OCTOBER 15, 2020
The survey revealed some interesting characteristics of call centers in general but more importantly, it gave us a glimpse into some of the traits that define a “ Golden Agent. ” Not only does this reflect the shift in the technologically savvy workforce, but it also represents the changing dynamic of the contact center itself.
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