What’s Holding Back the Contact Center Industry?

Fonolo

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. 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.

Workforce Management Software Improves Employee Engagement

DMG Consulting

Workforce Management Software Improves Employee Engagement. One of the consequences of this period of employee empowerment and company upheaval is the need for tools to help organizations manage an increasingly complex workforce of humans and bots.

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Are Remote Agents the Future of Contact Centers?

Monet Software

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce?

5 Ways Contact Center Capacity Planning Needs to Change in 2022

Playvox

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.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. Digital Self Service Tweet this Customers want digital self- service options, such as chat and.

Ask a Contact Center Technology Expert: An Intro to Call Centers (Part 1)

Noble Systems

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. What is the difference between a Call Center and a Contact Center? The Call Center came first, and was primarily based on telephone communications.

Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. WRONG – much to the dismay of all workforce managers everywhere! Today 70% of intraday these issues are handled manually by the WFM team, managers or supervisors, but most leading workforce management software can automate intraday reforecasting for individual intervals, as well as automate much of the schedule change workflow.

Ask a Contact Center Technology Expert: An Intro to Call Centers (Part 1)

Noble Systems

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. What is the difference between a Call Center and a Contact Center? The Call Center came first, and was primarily based on telephone communications.

How to Ease the Pain of Scaling Your Contact Center

BlueOcean

At its most basic level, growing your in-house contact center means you’ll need more space. There’s also the cost of upkeep, both to the facility itself and of your technical infrastructure, where regular upgrades will be necessary to keep your contact center ahead of the curve. Workforce. Scaling your workforce to meet higher contact volumes puts strain on multiple functional areas – most especially your talent acquisition and training teams.

When Elite Plumbers Wished They Had Workforce Management

Verint

Two brothers, Joseph and Henry Pendleton, started Elite Plumbers with the vision of delivering concierge-level plumbing service to serve upscale neighborhoods. Field personnel were backed with an equally professional call center. Not understanding the impact of freezing weather in the South, the call center was not staffed adequately and was unable to handle these surges. Imagine that it was a cold and snowy night. And starting at 6:30 a.m.,

Workforce Management Basics in Today’s Contact Center: Part 1

NICE inContact

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! Workforce management can be overwhelming and confusing for those thrown into the Workforce Management trenches for the first time. Scheduling is a critical contact center function, but like forecasting, can be tricky.

Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step

DMG Consulting

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. Workforce management software remains the most important productivity tool in larger contact centers, but these solutions and related practices haven’t received enough attention over the years. Intraday management is an area of weakness in most contact center WFM solutions.

Workforce Management Basics in Today’s Contact Center: Part 1

NICE inContact

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! Workforce management can be overwhelming and confusing for those thrown into the Workforce Management trenches for the first time. Scheduling is a critical contact center function, but like forecasting, can be tricky.

Tortoise or Hare – Which One Best Describes Your Contact Center?

CSM Magazine

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Here, he explains how to build highly effective teams using workforce. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’. Then, there’s the constant battle between operations (who want ‘fast and cheap’) and the contact center (whose job is to make ‘customers feel loved’).

7 Things Great Call Center Managers do Every Day

Fonolo

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Why is ZOOM an NPS® Promoter?

Zoom International

Is your goal to hit contact center metrics? In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. We are accustomed to “staying in our lane” and managing to targets that are 100% under our control including customer satisfaction surveys that are solely focused on a specific contact center conversation – rather than the entire customer experience.

CX Moneyball: Running the Numbers to Cover Your Bases

Blue Ocean

The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics.

What is Workforce Management?

Balbelforce

Workforce Management (WFM) is a set of business processes that contact centers use to ensure that staff can work in a cost-effective way. This includes forecasting contact volume, scheduling staff and analyzing performance. Why does workforce management matter?

Workforce Planning: How it Establishes Gold Standard Service

Playvox

Service standards help to establish positive and effective interactions between a customer and a business. For example, in a restaurant, customers expect a level of promptness, friendliness, service-mindedness, and food-oriented knowledge. What is Workforce Planning?

Schedule like a Boss

Monet Software

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts.

Verint Is Uniquely Positioned to Address the Needs of SMB Customers

Monet Software

As a long-time industry analyst focused on the contact center workforce optimization market, I have long questioned why small to medium-size (SMB) businesses do not get more love from the major WFO vendors. Blog Workforce Optimization

Make Life Easier for Your Entire Workforce

Aspect

So, it’s not surprising that contact center employees, like the rest of the human race, would like to be able to make their lives easier. Unfortunately, the contact center environment has a few more limitations. For the most part, contact center employees are provided a limited set of tools and processes, and they must live with what they are provided. And happy employees are vital to an effective contact center.

Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

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)? What is Workforce Optimization (WFO)? How does WFO work in the Call Center?

Count to 5 for perfect multi-channel forecasting

teleopti

Customers expect service wherever and whenever they want it and in the channel of their choice – by phone, email, Chat, SMS and social media. This customer requirement for an omni-channel experience has typically been a challenge for workforce management but it doesn’t have to be that way. Modern workforce management (WFM) solutions capture huge amounts of data to create a library of valuable information.