Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. higher adherence rate than those without.

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contact center workforce Best practices Contact Center Management 106

Monet Software

MARCH 10, 2021

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? The pandemic forced companies to try remote call center agents.

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Contact Center call center workforce contact center workforce Morale 118

Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers? Workforce management software is one of the most important call center efficiency solutions available.

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Call Center Schedule adherence call center workforce Management 52

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Timely, accurate quality assurance evaluations can indicate which agents need additional training. Humana deployed artificial intelligence software trained to detect conversational cues, to coach call-center agents and supervisors, in real-time, when calls with customers were going awry.

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call center workforce Call Center Technology Management 54

NobelBiz

OCTOBER 17, 2023

If you’re curious about the latest developments in call center workforce management, join us for a captivating episode of ‘First Contact: Stories of the Call Center,’ featuring Jon Arnold, a leading analyst in communication tech.

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