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Are Remote Agents the Future of Contact Centers?

Monet Software

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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Call Center Optimization: Best Practices & Strategies

JustCall

With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement. It also manages the hiring and training of employees, call center workforce scheduling and better customer interaction.

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Beginning Again in 2021: Takeaways from a Tough Year

Monet Software

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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The Morale Doctor is In

Monet Software

In this case, you’ll want to investigate the underlying factors contributing to high levels of burnout—things like an obsessive focus on average handle time, negativity in quality management and coaching, a lack of autonomy for agents, inflexible schedules and so on. Fortunately, there is a prescription for burnout prevention.

Morale 100
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Essential Technologies in Call Center Workforce Management

Tenfold - Contact Center Blog

Quality management applications are used to measure how well call center agents adhere to internal policies and procedures. These applications are increasingly considered mission-critical for inbound call centers, as they give management insight into call center performance.

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Remote Control: Managing Work at Home Contact Center Agents

Monet Software

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.

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Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance.