Playvox
JANUARY 5, 2022
Another fun way to recognize your team is through gamification. Research shows that the most reliable drivers of job satisfaction are tied to the training and coaching employees receive, and whether there’s an official process in place for career growth. Agents can earn rewards for successfully completing challenges.
CSM Magazine
JANUARY 25, 2023
Build a team of brand guardians —as consumers continue to tighten their belts, competition is fiercer than ever and contact centres need to engage more intimately with customers to influence brand perception, win sales and build longer-term loyalty.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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 .
DMG Consulting
APRIL 16, 2019
The call center liability recording/quality assurance market has evolved into the contact center workforce optimization (WFO) market, encompassing 13 application sectors: omnichannel recording; quality management; workforce management; coaching; e-learning; surveying/voice of the customer (VoC); performance management; speech, text, and desktop (and, (..)
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. After all, those are the people who serve your customers and help determine if they stay loyal or not.
Noble Systems
SEPTEMBER 8, 2020
Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.
Noble Systems
APRIL 14, 2021
Agent monitoring with listen, coach and barge modes help ensure quality and provide opportunities for training and the ability to provide assistance during a call. An effective workforce management and scheduling tool helps manage flexible shifts and reduces administration time. Communicate often and clearly to employees and customers.
Expert insights. Personalized for you.
72 
Let's personalize your content