Playvox
JANUARY 25, 2024
It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).
Monet Software
MARCH 10, 2021
The contact center workforce was already going remote. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Numerous companies had adopted it as their sole workforce model, among them many SMBs that found in remote agents a flexible, low-overhead workforce option.
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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. ” — Annette Franz , CEO of CXJourney , Official Forbes Coach, Keynote Speaker and Author. There are Better Options for the Contact Center Workforce.
Playvox
MARCH 21, 2022
Training Baby Boomers through technology will also be well within their comfort zones. This makes an online learning platform with engaging multimedia courses a fantastic option for training. Related Article: 9 Ways a Collaborative Culture Benefits Your Contact Center. ENJOYING THIS ARTICLE? Sign up for our newsletter.
Playvox
OCTOBER 18, 2022
But in our study, 42% of customer service centers didn’t have a policy in place and another 24% weren’t sure if they had a policy at all. Managers who want to feel more comfortable with a distributed contact center workforce should look to other technology solutions to help manage and mentor their employees who work outside the office.
Tethr
MARCH 3, 2020
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. Your remote agents need to be provided with the best tools and trained on how to use them. Establish training protocol.
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. Training and Coaching.
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