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

APRIL 2, 2024

In this comprehensive article, we’ll explore the world of Enterprise Contact Center Solutions, learning about key features, top providers, types, on boarding processes and more. The NobelBiz reporting and analytics tools provide valuable insights into customer interactions, agent performance, and operational efficiency.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

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

Fonolo

OCTOBER 3, 2018

This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. All contact centers face barriers, and you certainly know your own intimately. Maybe it’s budget.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Monet Software

JANUARY 20, 2021

As a long-time industry analyst focused on the contact center workforce optimization market, I have long questioned why small to medium-size (SMB) businesses do not get more love from the major WFO vendors. Since 2007 Pelorus Associates has authored 19 comprehensive reports on WFO applications.

contact center workforce 118

contact center workforce Contact Center Service level Engineering 118

Aspect

FEBRUARY 24, 2020

When efficiency is your focus, many organizations implement strategies with the assumption that workforce management (WFM) should be entirely separate from customer-focused considerations. Customers, agents and the enterprise share the common goal of great customer service.

contact center workforce 62

contact center workforce Enterprise Contact Center Management 62

COPC

FEBRUARY 15, 2024

OBSERVATIONS AI is irrevocably altering customer service. This  This powerful technology is becoming integral to customer service frameworks, especially in contact center operations. This shift in responsibilities presents both opportunities and challenges for the future of the contact center workforce.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.

Call Center 52

Call Center Schedule adherence call center workforce Management 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. It’s the art of utilizing technology to deliver personalized and efficient customer service without losing the human touch that customers value.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

JustCall

JUNE 28, 2023

As the customer experience in the contact center is undergoing a major transformation, the JustCall team — together with the Helpwise and CallPage teams — participated at CCW Vegas, unveiling groundbreaking solutions and tackling the pressing challenges confronting the modern contact center workforce.

Contact Center 52

Contact Center contact center workforce contact center solutions Engineering 52

TechSee

FEBRUARY 12, 2019

Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools.

Self service 111

Self service Contact Center contact center workforce Banking 111

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).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

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.

Social media contact 59

Social media contact contact center workforce Contact Center Call Center 59

Playvox

JANUARY 5, 2022

After all, you can’t expect your hybrid team to deliver top-notch customer service if they can’t access the information or solutions they need when working off-site. A cloud-based workforce management solution is a must-have for hybrid teams. Agents can earn rewards for successfully completing challenges. Train Regularly.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

COPC

JULY 20, 2023

Organizations are missing opportunities to view this metric differently to manage customer service delivery and its associated costs more effectively. This is critical to consistent levels of service throughout the months and days. The key to this analysis is to ask, “What abandonment rate can I live with for my customers?”

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

Fonolo

OCTOBER 13, 2020

There are Better Options for the Contact Center Workforce. While the nation’s top companies poured money into improving employee experience, many contact centers relied on the (seemingly) endless chain of young, unqualified people to manage their phone lines.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

NobelBiz

OCTOBER 6, 2020

Maybe a surprise for some and confirmation for others, but the contact center industry seems to have adapted quite well to the new reality of remote work. Just as of the end of September there was a number of news showcasing that contact centers are doubling down on the work-from-home model.

Contact Center 52

Contact Center contact center workforce Banking Call Center 52

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.”.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Noble Systems

MAY 4, 2021

The Call Center came first, and was primarily based on telephone communications. The call center largely began to receive inbound phone calls from customers to handle questions, customer service, etc. Enterprising groups started to use the call center for outbound calls, too, for sales, surveys, or follow-up.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

Verint

AUGUST 18, 2017

This provider leverages Verint Workforce Optimization across its customer service and back-office operations—as well as Verint Speech Analytics within its contact centers—to help create more operational efficiencies and help its employees understand and have an even more positive impact on patients’ lives.

Customer Service 42

Customer Service Healthcare Analytics Contact Center 42

NICE inContact

AUGUST 12, 2019

The ability to achieve the “right” staffing mix has a direct impact on customer service metrics like service levels (SLA), average speed of answer (ASA), and customer satisfaction (CSAT). Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

NICE inContact

AUGUST 12, 2019

The ability to achieve the “right” staffing mix has a direct impact on customer service metrics like service levels (SLA), average speed of answer (ASA), and customer satisfaction (CSAT). Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Going forward, what will these trends be?

Contact Center 73

Contact Center Gamification contact center workforce Education 73

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 ). The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

CSM Magazine

MARCH 19, 2020

Raya Contact Center, a leading Business Process Outsourcing provider serving the Middle East and Europe, has successfully enabled its entire contact center workforce of over 6,500 agents to work remotely. “As One of the largest pharmacy healthcare providers in the U.S.

Healthcare 59

Healthcare Government Education contact center workforce 59

Serenova

FEBRUARY 11, 2019

As a result, when it comes to customer service—in contrast to Gen X and Baby Boomers before them—their first inclination is not to make a telephone call. It’s also important to bridge the agent generational divide within your contact center workforce.

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

Taylor Reach Group

JUNE 26, 2017

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Will AI Mean Less People and More Profit in the Contact Center? Apple Business Chat - A Contact Center Perspective . 4 Top Trends for Contact Centers . Newsletter.

contact center workforce 48

contact center workforce Contact Center Call Center Analytics 48

BlueOcean

JUNE 17, 2021

No matter the root cause, agent attrition can wreak havoc on customer care, impacting their ability to meet the needs of their customers as well as the expected KPIs of the contact center—and even the overall morale of their contact center workforce.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Here, he explains how to build highly effective teams using workforce. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Monet Software

SEPTEMBER 24, 2020

By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. Specialties like customer service can feel nebulous. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Noble Systems

MAY 4, 2021

The Call Center came first, and was primarily based on telephone communications. The call center largely began to receive inbound phone calls from customers to handle questions, customer service, etc. Enterprising groups started to use the call center for outbound calls, too, for sales, surveys, or follow-up.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

BlueOcean

SEPTEMBER 30, 2019

While your input is critical when hiring and training the initial team before launch, the long-term effort of managing your contact center workforce including attracting, recruiting, and onboarding new agents can officially be out of your hands. Flexibility.

Contact Center 59

Contact Center outsourcing Real estate contact center workforce 59

Calabrio

OCTOBER 6, 2016

It makes sense that superhero contact centers need to be staffed by exceptional people with distinct skill sets. These stellar agents: Possess a natural affinity for customer service. Yearn for more authority to make decisions and take risks in the spirit of what’s in the best interest of the customer.

Contact Center 40

Contact Center contact center workforce Customer centricity Self service 40

Balto

FEBRUARY 8, 2023

With workforce management, you will: Exceed Your Customers’ Expectations Without proper workforce management, meeting your customers’ expectations is almost impossible. Here’s the thing: customers in this day and age care more about great customer service experiences than ever.

Call Center 52

Call Center Management call center workforce Contact Center 52

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. Companies large and small need WFO applications to optimize employee performance and to capture and analyze customer insights. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM).

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48