NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Employee engagement. Intraday management.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Verint

FEBRUARY 10, 2016

While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. After all, those are the people who serve your customers and help determine if they stay loyal or not.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

Playvox

JANUARY 25, 2024

Workforce management for contact centers 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. Why is WEM Better than WFO?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it.

Morale 100

Morale Agent burnout Coaching Contact Center 100

USAN

MAY 10, 2022

Following are some helpful workforce optimization strategies for improving agent engagement and the agent experience overall: 1. One emerging trend in contact center workforce management is shift bidding. The importance of employee engagement can’t be overstated. Shift Bidding.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

NICE inContact

AUGUST 12, 2019

While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. 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

Playvox

OCTOBER 18, 2022

In the end, bringing employees back is a risky move. On top of increasing employees’ intent to leave, removing the option to work in a preferred location increases burnout and reduces employee engagement , according to a 2022 Gallup report. Related Article: 4 Smart Reasons To Offer Remote Work In Your Contact Center.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

NICE inContact

AUGUST 12, 2019

While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. 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

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Here’s how. #1 1 By the Numbers. Specialties like customer service can feel nebulous.

Morale 48

Morale Quality management Employee engagement contact center workforce 48

ShepHyken

APRIL 14, 2017

So, while the rise of automation is inevitable, there is a rock-solid case for investing in people and employee engagement, as it’s humans who have the intuition, people skills, creativity, and complex problem-solving abilities that are essential to deliver a first-class CX.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

Serenova

APRIL 16, 2020

When employees feel supported, they perform better, making it easier to maintain business continuity in the short-term. Employee care programs also have a long-term impact on employee engagement , productivity, loyalty and retention. A Cloud-based Support Center for a Global Workforce.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

Serenova

FEBRUARY 11, 2019

It’s also important to bridge the agent generational divide within your contact center workforce. Millennials and Generation Z want to feel like they’re making an impact, so contact center tools that empower them and reporting that helps them gauge and improve performance will promote engagement.

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

Fonolo

MARCH 8, 2022

When managing your workforce, you must ensure staffing and training levels are adequate to keep your contact center operational. The best WFM enlists strategy to help management make the best use of agent labor hours to yield efficiency and revenue, without sacrificing employee engagement or customer loyalty and satisfaction.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Verint

MAY 11, 2015

I’ve written a few blogs about clients who have enjoyed improvements in employee productivity with employee scorecards ( Leading Financial Services Firm , Does Kindergarten Belong in Business , Vision Insurer Enhances Employee Engagement ), and this healthcare insurer is no different.

Management 42

Management Coaching Healthcare Employee engagement 42

Noble Systems

AUGUST 8, 2019

Embracing remote agents for part or all of your contact center workforce offers great benefits to both employees and employers. (This signals areas they consider to be energy zapping or demotivating.). Gamification is a powerful motivator for at-home agents.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. contact center industry, and likely the global contact center industry. The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Verint

DECEMBER 13, 2017

Increase Employee Engagement by Providing Transparency. This combination of scorecards and automated quality can generate a greater sense of fairness in the evaluation process, empowering agents to examine their performance and self-correct behavior—ultimately increasing employee engagement.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26

Verint

AUGUST 23, 2017

Once you make it easier for them to do their jobs well, you may be surprised at how much their engagement increases. We all know today’s workforce is changing quickly and dramatically. 1 State of the American Workplace , Gallup, Inc.

Gamification 42

Gamification Employee engagement Best practices Contact Center 42

Noble Systems

SEPTEMBER 8, 2020

Your employees are used to in-person contact with managers and other team members. Encouraging and even rewarding remote collaboration can go a long way to address feelings of isolation and keep all employees engaged. Keeping your employees together in goals and performance while they are apart physically is critical.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Monet Software

DECEMBER 17, 2020

Plus, a prospect’s perception of the company during the hiring process will affect the level of employee engagement in their first days and weeks on the job. If you’re successful in building excitement and buy-in during this stage, you’ll want to carry your hard-won contact center workforce engagement beyond the first day on the job.

Call Center 118

Call Center contact center workforce Contact Center Employee engagement 118

Aspect

JANUARY 21, 2019

Here are a few examples: Software tools that use advanced human-computer interface techniques: As seen in modern UIs, graphical icon and widget-based dashboards show employees exactly what they need to know at a glance. Stay tuned for our next blog explaining how we are using Workforce AI to make life easier for the entire workforce.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Noble Systems

APRIL 14, 2021

Gamification tools help agents easily see their goals and their progress towards achieving them, while transforming daily routines into rewarding competitions that get your employees engaged and motivated. 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

NobelBiz

MAY 22, 2022

The benefits of effective workforce management: Whether you’re a large or small business, you can’t afford to ignore workforce management, especially if you happen to manage a call center. Next, let’s go through a non-exhaustive list of benefits that can come with improved workforce management.

call center workforce 52

call center workforce Call Center Management Gamification 52

Verint

AUGUST 18, 2017

It was also interested in surfacing trends and hidden insights, as well as creating more transparency about employee performance. One of the leading healthcare service providers in the United States, Humana needed to streamline the work it was doing in its back office several years ago due to significant growth.

Customer Service 42

Customer Service Healthcare Analytics Contact Center 42

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Shawn Achor, founder, GoodThink, Inc.

Big data 23

Big data Journey mapping Customer Experience Management 23

Verint

MAY 29, 2015

Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go.

Big data 44

Big data Personalization Customer Service Management 44

Noble Systems

SEPTEMBER 29, 2020

WFO is not just a single component; it bridges the span of the contact center to tie activities into an integrated strategy, working towards common business goals. A call center is a centralized site that is equipped to large volume of customer contacts – both incoming and outgoing – for an organization.

Management 86

Management Gamification Quality management Schedule adherence 86

Verint

FEBRUARY 15, 2018

In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter. This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. Have you thought about that before?

Contact Center 26

Contact Center Average Handle Time First call resolution Customer Service 26

Hodusoft

NOVEMBER 29, 2022

To summarize If you’re looking for a robust solution for your contact center, you can consider any of these 10 best contact center workforce software. The software is easy to use and scores high in user satisfaction. Cons : Some reports of technical issues. Unavailability of pricing plans.

Contact center software 40

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

Verint

FEBRUARY 7, 2018

Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee-empowering and cost-effective quality management.

Quality management 25

Quality management Coaching Contact Center Management 25

Verint

JUNE 2, 2015

Verint’s Donna Denehy, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” CRMXchange Virtual Conference: Quality Assurance and Analytics. June 1-4; Online Webinar. ET on June 1. She will explore how recording, analytics and customer feedback are all involved in the ongoing transformation of quality.

Analytics 35

Analytics Enterprise Feedback Customer effort 35

Verint

JUNE 29, 2017

The latest enhancements to the Verint Employee Engagement and Engagement Channels suites are based on feedback from our customers and the changing needs of the marketplace. Now, all of its employees have fast and consistent access to information—and the single central repository is still maintained. You talk, we listen.

Customer Service 31

Customer Service Employee engagement Wait times Contact Center 31

Verint

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. 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 9; Online Webinar.

Contact Center 6

Contact Center Best practices Self service Coaching 6

Verint

FEBRUARY 21, 2018

It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17. Inspiration. Professional growth. Networking. There’s a single event that can help you with all of these—and help you better leverage your Verint solutions, to boot.

Entertainment 36

Entertainment Best practices Journey mapping Management 36