Fonolo
MAY 30, 2023
Simply put, workforce management is the strategic discipline of carefully deploying your resources, so you hit your service level targets while keeping costs in check. These resources include time, staff, technology, and processes. Workforce management software is a tool that facilitates this process.
Noble Systems
SEPTEMBER 8, 2020
A cloud-based contact center makes the transition to a remote workforce, quick and easy. But it is possible – with a high level of communication, an appropriate work setup, cloud-based technologies, ongoing training, and collaboration. Contact center morale is important – even more so in today’s environment.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Monet Software
MARCH 10, 2021
The contact center workforce was already going remote. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Numerous companies had adopted it as their sole workforce model, among them many SMBs that found in remote agents a flexible, low-overhead workforce option.
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 staffing or high turnover.
Aspect
MAY 15, 2018
The AI market is somewhat unique, as far as new technologies go, because we have a clear standard for what the technology should be able to achieve: the same physical and intellectual capacity that we have as human beings. In the case of driverless vehicles, bad decisions result in injury and death.
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.
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.
Expert insights. Personalized for you.
106 
Let's personalize your content