NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. She has managed multiple call centers in the US.

call center workforce 52

call center workforce Call Center Management Gamification 52

CSR Inc.

JANUARY 8, 2017

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 ?) 2017…yes, we made it!

Call Center 48

Call Center Multichannel call center workforce Gamification 48

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. Switching to an entirely remote workforce can solve many staffing challenges.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Playvox

JULY 14, 2021

Contact center performance management is led by an operations manager who is dedicated to improving the engagement of their agents. It requires a toolkit of quality monitoring, coaching, gamification, and most importantly, a top-tier workforce management system.

Contact Center 52

Contact Center Gamification Coaching Management 52

Insite Managed Solutions

MAY 23, 2013

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. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Jenine Kent.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Is your call center prepared?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). Not to be overlooked is the fact that there are also several emerging and established solutions that directly address the challenges of the changing contact center workforce.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30