Etech GS

OCTOBER 23, 2019

Whether the employees are human or robotic, workforce optimization helps teams to work smarter instead of harder. As the name suggests, contact center workforce optimization involves using managerial practices to ensure maximum productivity meets maximum efficiency. How To Implement Workforce Optimization.

contact center workforce 72

contact center workforce call center workforce Wait times Coaching 72

Monet Software

JUNE 29, 2021

The right approach to call center quality management builds agents’ skills and enhances workforce engagement. Quality assurance (QA) sessions are a primary vehicle for skills-building in any contact center. This means a proper QA process must reach beyond call center analytics and reporting.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Call review and coaching sessions contribute to team building. Yep, it’s the linchpin of employee engagement, too!

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Noble Systems

APRIL 14, 2021

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

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. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

CSM Magazine

JANUARY 25, 2023

Meanwhile, they help supervisors uncover potential knowledge and skills gaps to refine and strengthen agent coaching and training. It’s a winning combination that allows the whole contact centre to flourish as brand guardians and make 2023 your best year ever.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). WFO’s Journey into the Future .

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Playvox

MAY 24, 2023

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management metrics provide crucial insight into how well you are planning your workforce. Invaluable.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Verint

FEBRUARY 7, 2018

Using technology to automate your quality program—from scoring through coaching—can produce real-life benefits to your quality team, as well as your frontline employees, your customers and your company. Getting better data for better coaching, better performance. What’s not to like? February 14 | 2 p.m. ET | Duration: 30 minutes.

Quality management 25

Quality management Coaching Contact Center Management 25

Verint

DECEMBER 13, 2017

Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements. Increase Employee Engagement by Providing Transparency.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26

Verint

DECEMBER 15, 2017

Automated quality management brings new levels of objectivity and fairness to agent evaluations which will, by extension, provide a greater degree of job satisfaction to the agent workforce. The cost savings that result from this redeployment of resources can have a positive and dramatic effect on operational expenses as well.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Noble Systems

SEPTEMBER 29, 2020

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.

Management 86

Management Gamification Quality management Schedule adherence 86

Verint

OCTOBER 30, 2017

Attendees will learn how using technology to automate a quality program, from scoring through coaching, can produce real-life benefits for quality teams, as well as for frontline employees, customers and organizations as a whole. The Customer Service Summit. November 16; New York City.

Contact Center 6

Contact Center Self service Best practices Coaching 6

Verint

FEBRUARY 10, 2016

While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. Everyone is looking for a competitive advantage in 2016.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

Zoom International

NOVEMBER 7, 2018

Net Promoter® research and word of mouth reveals when contact center employees are able to impact customer sentiment – maintain Promoters and convert Detractors and Passives – loyalty, growth and revenue follow. Imagine every coaching session, every decision focused on one question: How will this make our customers feel?

Contact Center 40

Contact Center Banking Surveys Metrics 40