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

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

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

Noble Systems

SEPTEMBER 29, 2020

Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing. How does WFO work in the Call Center?

Management 86

Management Gamification Quality management Schedule adherence 86

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.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

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

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). When I probed with a technology question to one of the interviewees, the CEO of a large outsourcer, his response was, “Technology is easy. People are the hard part.”.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30