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)? Workforce Optimization is a business strategy that joins business performance and workforce management.

Management 86

Management Gamification Quality management Schedule adherence 86

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

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

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. Gamification. As it turns out, gamification has proven to be a powerful way to bolster agent engagement.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

Balto

SEPTEMBER 21, 2022

Louis, MO — Balto, the leader in uniting contact center agents with AI for better conversations, is excited to announce the release of a suite of features for its market-leading real-time guidance platform dedicated to improving the agent experience in the contact center. Gamification.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

Fonolo

OCTOBER 3, 2018

Contact center managers know exactly what resources they need in place to improve the customer and agent experience, but often have to jump through a dozen hoops to get those resources in place (we can all appreciate how company protocol sometimes slows progress down). Contact centers are expensive, it’s true.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Noble Systems

JANUARY 24, 2019

Above all, it was established to bring our industry-leading contact center, workforce engagement and gamification, and analytics solutions to the Eastern European market.

contact center workforce 62

contact center workforce Gamification Engineering Analytics 62

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. Social Media as a Contact Center Touchpoint.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Noble Systems

JANUARY 24, 2019

Above all, it was established to bring our industry-leading contact center, workforce engagement and gamification, and analytics solutions to the Eastern European market.

contact center workforce 40

contact center workforce Gamification Engineering Analytics 40

Playvox

JANUARY 5, 2022

While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. A great way to determine if your contact center team is engaged is to watch for behaviors commonly displayed by disengaged employees. What is Agent Experience?

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

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

Easy, remote access to key contact center workforce management tools : Mobile apps allows agents to easily change their schedules and let supervisors easily manage agent schedules…from anywhere. 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

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. The Next Act for Contact Center WFO.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Verint

AUGUST 17, 2017

Clearly, employee engagement is of paramount importance to an overwhelming majority of contact center executives today. I recently recorded a podcast with Verint’s Kelly Koelliker entitled, “Millennial Workforce? Don’t Panic!” I invite you to take 10 minutes out of your day and give it a listen— you can download it here.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). WFO’s Journey into the Future .

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

CSM Magazine

JANUARY 25, 2023

Managers might also consider developing a special DIY de-stressor kit, full of practical tips to reduce stress levels, whatever the season. Inspire and motivate team members through gamification, offering rewards to those who share their successes and learning with others.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

Serenova

APRIL 9, 2019

However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. These two generations now make up a growing proportion of contact center agents. Enable Decision-Making.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

DMG Consulting

APRIL 16, 2019

However, AI-enabled contact centers are the next phase for service organizations. AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service experience.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

AUGUST 23, 2017

You can also try using gamification techniques to support ongoing knowledge and proficiency gains. 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. Are your employees expressing the desire to be more mobile?

Gamification 42

Gamification Employee engagement Best practices Contact Center 42

Verint

FEBRUARY 10, 2016

While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. 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

Balto

APRIL 20, 2023

Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. We talked to over 400 contact center managers, directors, and executives to discover how they’re planning to do more with less in the coming year.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52