NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! This blog is Part One of a two-part series that aims to demystify these four components.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! This blog is Part One of a two-part series that aims to demystify these four components.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee engagement 32

Employee engagement Contact Center Surveys Management 32

Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. One vital aspect of call center efficiency is call center workforce management (WFM).

call center workforce 75

call center workforce Call Center Agent burnout Management 75

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? Once an employee reaches burnout stage, you’re in crisis mode. This makes contact center agents particularly vulnerable to burnout.

Morale 100

Morale Agent burnout Contact Center Coaching 100

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

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. Without it, you might as well employ a bunch of robots.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

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

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. But QA can be so much more! Here’s how. #1 1 By the Numbers.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Verint

MAY 11, 2015

A healthcare insurer and services provider received a “double bang for the buck” with its Verint Performance Management solution. They’ve reduced non-production time by seven percent, reduced overall costs while handling increased volumes, and increased employee engagement ratings on their yearly survey.

Management 42

Management Coaching Healthcare Employee engagement 42

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

Verint

DECEMBER 15, 2017

The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation groundswell will do nothing but grow in the months and years ahead. contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Verint

JUNE 6, 2017

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes.

call center workforce 52

call center workforce Call Center Management Gamification 52

Noble Systems

AUGUST 8, 2019

Gamification can even be used to reward at-home agents for aptitude and usage of sales tools such as workforce management software and customer relationship management systems. Embracing remote agents for part or all of your contact center workforce offers great benefits to both employees and employers.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Verint

AUGUST 23, 2017

If you connect your mobile app to workforce management, you make it easier to access schedules and scorecards, or to request shift swaps from smartphones. Once you make it easier for them to do their jobs well, you may be surprised at how much their engagement increases. 1 State of the American Workplace , Gallup, Inc.

Gamification 42

Gamification Employee engagement Best practices Contact Center 42

Verint

DECEMBER 13, 2017

Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements. Increase Employee Engagement by Providing Transparency.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26

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. A collaborative environment is crucial for supporting remote workers.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? WFM is a set of processes that helps optimize employee productivity. Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

Monet Software

DECEMBER 17, 2020

Maximizing hiring impact was already challenging for many SMB contact centers, even before COVID-19. It’s okay if you had been planning to upgrade your processes and got derailed as you figured out how to manage your suddenly remote call center agents. We’ve all faced similar challenges!

Call Center 118

Call Center contact center workforce Contact Center Employee engagement 118

Noble Systems

APRIL 14, 2021

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.

virtual call center 98

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

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

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

MARCH 29, 2018

Need help persuading your manager to allow you to attend? The $695 conference rate has been extended through April 13, so register today to secure your spot. Discounts for groups and repeat attendees are available. Just download the conference justification memo that you can easily customize. We can’t wait to see you in Dallas!

Big data 23

Big data Journey mapping Customer Experience Management 23

Verint

MAY 29, 2015

The proliferation of the multi-device, omnichannel culture has made it more difficult than ever for organizations to manage the people and processes required to respond to consumer expectations in a consistent, personalized and contextual manner.

Big data 44

Big data Personalization Customer Service Management 44

Verint

JUNE 2, 2015

Verint will host Engage 2015, its global customer conference, at the Paris Las Vegas Hotel in Nevada.

Analytics 35

Analytics Enterprise Feedback Customer effort 35

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

Hodusoft

NOVEMBER 29, 2022

The Five9 Intelligent Cloud Contact Center is a subscription model contact center software that’s loaded with a wide range of features, making it one of the best customer experience management platforms. The software is easy to use and scores high in user satisfaction.

Contact center software 40

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

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

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. Additionally, this company wanted to move its operations to the cloud, but preferred to manage directly with the cloud vendor. You talk, we listen.

Customer Service 31

Customer Service Employee engagement Wait times Contact Center 31

Verint

OCTOBER 30, 2017

Attendees will learn how using technology to automate a quality program, from scoring through coaching, can produce real-life benefits for quality teams, as well as for frontline employees, customers and organizations as a whole. The Customer Service Summit. November 16; New York City.

Contact Center 6

Contact Center Self service Best practices Coaching 6

Verint

FEBRUARY 21, 2018

If you need help persuading your manager to allow you to attend, just download the conference justification memo that you can easily customize. Don’t horse around— register today to secure your spot. We’re extending our early-bird special to March 8, and discounts for groups and repeat attendees are available. Let’s do this, partner!

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Entertainment Best practices Journey mapping Management 36