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.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Playvox

MARCH 21, 2022

A 2020 Salesforce survey showed that Baby Boomers were nearly as likely to prefer working in the office (35%) as they were to prefer working from home (39%), making it imperative that you have a solid plan for managing your remote or hybrid contact center workforce.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

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. Sign up today for Verint's Ask the Experts: AQM Webinar Series—interactive, Q&A style webinar sessions designed with you in mind.

Quality management 25

Quality management Coaching Contact Center Management 25

Playvox

OCTOBER 18, 2022

Related Webinar: Work From Home: 10 Lessons to Elevate Remote Agent Experiences. Finding the Right Technology to Support Remote Work in a Contact Center. Remote work is much easier for everyone when you have key technology in place to support daily contact center operations.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

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.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

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. Here are five best practices to help achieve the best outcomes while maintaining an at-home contact center workforce.

virtual call center 98

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

Verint

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. November 9; Online Webinar. Verint’s Craig Seebach, vice president, workforce optimization strategy, will present this content at 11 a.m. The contact center is often just the start of the customer’s journey. November 15; Online Webinar.

Contact Center 6

Contact Center Self service Best practices Coaching 6