The Call Center School

DECEMBER 18, 2019

Part 3: Intraday Management Skills. If you’ve been following along in this series you know the skills required to produce an accurate forecast and optimized schedules , but without effective intraday management your efforts towards these first two steps of the WFM process will be lost.

contact center workforce 91

contact center workforce Contact Center Management 91

The Call Center School

NOVEMBER 25, 2019

It also applies to workforce managers. Workforce managers determine how many staff are assigned to a shift and which employee takes which specific shift. Part 2: Skills for Creating Optimized Schedules. Always treat your employees exactly as you want them to treat your best customers.". This quote from Stephen R.

contact center workforce 82

contact center workforce Contact Center Management Customer Service 82

Fonolo

OCTOBER 13, 2020

The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. Similarly, COVID-19 could be the best thing to happen to contact center agent attrition for a long time.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

The Call Center School

OCTOBER 24, 2019

In contact centers today, roughly 65% to 75% of the total operating cost is consumed through paying the frontline staff. For that reason, the biggest opportunity for contact centers to manage or reduce cost is to optimize the utilization of their frontline workforce. Part 1: Workload Forecasting Skills.

contact center workforce 71

contact center workforce Workload forecasts Contact Center Management 71

Noble Systems

MAY 4, 2021

We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience. What is the difference between a Call Center and a Contact Center? The Contact Center was the next evolution.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

Balto

FEBRUARY 8, 2023

In this guide, we’ll help you understand what call center workforce management is and why it’s important. We’ll also share some actionable tips that can inspire your workforce management strategy. What Is Call Center Workforce Management? These include voice, email, web, chat, and SMS interactions.

Call Center 52

Call Center Management call center workforce Contact Center 52

Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. One vital aspect of call center efficiency is call center workforce management (WFM).

call center workforce 75

call center workforce Call Center Agent burnout Management 75

NICE inContact

APRIL 7, 2021

If you’re unsure of where to start, the six pillars of a hybrid contact center workforce engagement strategy listed above would be a great place to start. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions.

Contact Center 65

Contact Center contact center workforce Employee engagement Best practices 65

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

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. Turning your contact center workforce into a flexible and global workplace doesn’t have to be scary.

Call Center 83

Call Center At home agents Management contact center workforce 83

TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Information from each customer contact is collected, labeled by the agent, and stored for future use.

Self service 111

Self service Contact Center contact center workforce Banking 111

Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. the Same Time. We all love a win-win.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

NobelBiz

OCTOBER 6, 2020

The latest news from the workforce market seems to point out that the contact center industry has settled for a clear model. Work-from-home Is Not for Everyone In some sort of a shock decision, at the end of September, JPMorgan called its employees back to the Madison Avenue offices. The same J.D.

Contact Center 52

Contact Center contact center workforce Banking Call Center 52

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Call Center 126

Call Center Management Contact Center Coaching 126

NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Scheduling is a critical contact center function, but like forecasting, can be tricky.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Scheduling is a critical contact center function, but like forecasting, can be tricky.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? If you think about that, you’ll do things differently.”

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

NICE inContact

OCTOBER 25, 2019

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. Thus, it’s no longer a matter of “if” your contact center will move to the cloud, but rather “where” and “when” that cloud transformation begins.

Contact Center 48

Contact Center contact center workforce Cloud contact Quality management 48

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support.  This powerful technology is becoming integral to customer service frameworks, especially in contact center operations.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Voxjar

APRIL 9, 2020

We’re lucky that cloud software has made it just as easy to deploy a remote, distributed call center as it is to deploy one on-premise. The question is, how do we adjust the rest of our processes and tools to support a remote contact center workforce? How to “walk the floor” of your call center virtually.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Aspect

JANUARY 12, 2018

Other industries are quickly catching on for services such as furniture moving, dog walking and at-home makeup styling and the contact center isn’t far behind. In the contact center, you can think of customer contacts as representing the work to be done (or the packages to be delivered in the case of Amazon).

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Talkdesk

SEPTEMBER 8, 2020

Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Contact Center .

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 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). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Don’t Panic!”

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Calabrio

APRIL 12, 2021

We’ve seen customers creatively step up to the challenges of this unique year—engaging their workforce and delivering on customer service expectations. We’re proud to share that one of these innovators has been recognized by the Society of Workforce Planning Professionals as a top-notch contact center leader.

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Social media contact contact center workforce Contact Center Call Center 59

Calabrio

OCTOBER 6, 2016

Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Viewed purely as a cost center. But for customer-centric organizations, the term “contact center superhero” is an accurate—and multi-faceted—description.

Contact Center 40

Contact Center contact center workforce Customer centricity Self service 40

TLC Associates

JULY 17, 2019

Yet when the stakes are even higher, i.e. a business searching for a contact center to represent their brand and increase their revenue, some still choose to jettison quality in favor of a lower cost. Here are some of the benefits of nearshore contact centers that show they might be right for you.

Contact Center 40

Contact Center outsourcing Outbound sales contact center workforce 40

Aspect

MARCH 8, 2018

In the G2 Crowd Grid for Contact Center Workforce , Aspect Workforce Management software scores in the much-coveted Leadership Quadrant. G2 Crowd Grid ® for Contact Center Workforce Software. G2 Crowd has revealed the unvarnished truth about Aspect Workforce Management. Great software”. “It

contact center workforce 63

contact center workforce call center workforce Contact Center Marketing 63

Working Solutions

JULY 14, 2020

April Wiita poses a probing point in a new Contact Center World piece: As the Pandemic Continues: Is Your Customer Service Ready for Hurricane Season? As vice president of Customer Success at Working Solutions, she is leading clients’ on-demand contact center workforces through the pandemic—just as she’s […].

contact center workforce 52

contact center workforce Contact Center Customer Service outsourcing 52

Aspect

MARCH 8, 2018

In the G2 Crowd Grid for Contact Center Workforce , Aspect Workforce Management software scores in the much-coveted Leadership Quadrant. G2 Crowd Grid ® for Contact Center Workforce Software. G2 Crowd has revealed the unvarnished truth about Aspect Workforce Management. Great software”. “It

contact center workforce 56

contact center workforce call center workforce Contact Center Marketing 56

airespring

FEBRUARY 29, 2016

How effective is your contact center? Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. With 2016 already under way, use these numbers to measure where you sit on the contact center curve. This is easy.

Contact Center 74

Contact Center First call resolution Contact center software Benchmark 74

Aspect

NOVEMBER 13, 2018

G2 Crowd Grid ® for Contact Center Workforce Software. What do G2 Crowd reviews show about Aspect Workforce Management software? Best scheduling application for a call center ”. “ Nearly perfect “ “ Analytic options are the best feature of this tool. Love Aspect ”.

Management 75

Management contact center workforce Enterprise Analytics 75