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.
Fonolo
NOVEMBER 3, 2022
Developing and executing a call center improvement strategy is no easy feat, but if you plan properly and get your employees excited about a change, your contact center will be back on track and producing even better results! Start Creating a Call Center Improvement Strategy.
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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.
Playvox
JANUARY 11, 2024
Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. 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).
Fonolo
OCTOBER 13, 2020
The cost of hiring and training agents is increasing. Compounding the impact of increasing attrition is the increasing costs of hiring, training, and retaining agents. However, it would be just as naïve to think the demand for contact center agents will decrease over the next two years.
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!
Tethr
MARCH 3, 2020
Looking into flexible scheduling options is one way to offset call center agent turnover. Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting. Learning how to train, manage and motivate agents is challenging. Establish training protocol.
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