Playvox

APRIL 19, 2022

In the dynamic world of customer support and service, capacity planning, or the process of long-term forecasting and planning for staffing needs, can’t be static. I recently spoke at the Society of Workforce Planning Professionals (SWPP) conference in Nashville, Tenn. . Our world is dynamic. Business is dynamic.

Contact Center 79

Contact Center Finance contact center workforce Surveys 79

NobelBiz

MARCH 26, 2024

Key components of CXA include: Chatbots and virtual assistants: These AI-powered tools provide instant assistance to customers, addressing queries and guiding them through various processes. Predictive analytics: Leveraging data analytics to anticipate customer needs and behaviors, enabling proactive engagement and personalized experiences.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Playvox

MAY 24, 2023

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management metrics provide crucial insight into how well you are planning your workforce.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Playvox

JANUARY 25, 2024

Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customer support knowledge can negatively impact not only your scores but overall CX.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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.

Contact Center 69

Contact Center Management Coaching contact center workforce 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

Serenova

MARCH 23, 2020

With no indications that the effects of COVID-19 will abate anytime soon, the need to handle continued volume increases and effectively manage a fully functioning WFM contact center workforce is intensifying. Serenova’s customer-first approach has always separated us from our competition.

Contact Center 80

Contact Center contact center workforce Government Healthcare 80

BlueOcean

JUNE 17, 2021

Ensuring your customer support center is up and running, no matter what, is a daunting task and the pandemic of 2020 made that clearer than ever before. Ensuring robust business continuity is in place for customer care is one way an outsourcer can help relieve the burden.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

Hodusoft

NOVEMBER 29, 2022

Cons : Its customer support service can be better. The list of top 10 contact center software would be incomplete without mentioning RingCentral Contact Center, which is among the best customer experience platforms in the world. The solution is also reported to have integration and stability issues.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Playvox

MAY 25, 2023

Digital channels have become an integral part of the way that organizations connect with their customers — whether that’s email, social media, live chat, SMS, or good old-fashioned telephone calls. Once you achieve this, you need to consider your workforce planning with digital and omnichannel forecasting for customer service in mind.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

NICE inContact

JULY 17, 2019

It can be daunting to create and scale a team of remote contact center agents. Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go.

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

Fonolo

MAY 7, 2015

What do great call center managers do? A contact center manager’s job is often a thankless one. Not only must they manage an often diverse and large group of customer support agents, but they must also manage the day-to-day running of the contact center itself; and the constant improvement of all those processes.

Call Center 126

Call Center Management Contact Center Coaching 126