CX Global Media

JULY 12, 2019

The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Insite Managed Solutions

MAY 31, 2018

Knowing their contact center operations depends greatly on call volume forecasting, they needed to get it right. If you have events which can significantly impact your call volumes, then CLICK HERE to schedule a consultation with Insite or give us a call at 239-204-2002.

Service level 40

Service level Consulting Consulting Contact Center 40

Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

DMG Consulting

APRIL 8, 2024

However, when all is said and done, today’s WFM solutions still have the same two core objectives they had when first introduced over 50 years ago: forecasting the volume of work expected to arrive in a given time frame and scheduling the appropriate resources to get the work done within a service level. See Figure X.

Management 62

Management Gamification Contact Center Consulting 62

24-7 InTouch

JULY 8, 2020

This ability to change and grow was integral for all companies, especially in the contact center industry, when word of COVID-19 started to spread throughout the world. A cautiously optimistic approach is needed as contact centers adapt and respond to the shifting business landscape that has developed around COVID-19.

Contact Center 52

Contact Center At home agents Coaching Education 52

Fonolo

AUGUST 15, 2023

The Executive Guide to Improving 6 Call Center Metrics Occupancy rate is rarely calculated on an individual level; typically it will be used to determine which times of day, week or year you will need to schedule more agents to handle call volume. Why is Occupancy an Important Call Center Metric? Very important indeed!

Call Center 67

Call Center Schedule adherence Agent burnout Contact Center 67

pindrop

APRIL 30, 2020

A short history of how the pandemic has unfolded – how contact centers have faired and how fraudsters have taken advantage. As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry. INSIGHT 2: THE WAVE HITS IN EARNEST.

Contact Center 75

Contact Center Banking Government At home agents 75

Call Center Weekly

OCTOBER 18, 2017

Occupancy: Make sure service level and time of day match occupancy. Currently the Director of WFM at VIPDdesk Connect, Todd Hixson has 35 years in management, the last 17 in the contact center. Don’t flat line! Follow the leader: LinkedIn | Twitter.

Best practices 149

Best practices Contact Center Service level Accountability 149

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Social event-planning.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

Monet Software

JANUARY 20, 2021

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. There are approximately 70,000 contact centers in the United States, and 88 percent of these have 150 or fewer agents.

contact center workforce 118

contact center workforce Contact Center Service level Engineering 118

Aspect

MAY 18, 2020

It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Call Center Weekly

APRIL 27, 2018

By Sean Hawkins On a daily basis, call center managers are inundated with data, decisions, escalations and reports. If all goes well, service levels have been met, CSAT or NPS will be satisfactory and you may actually have time to take an uninterrupted lunch. Such is the life of the contact center manager.

Government 120

Government Metrics Call Center Contact Center 120

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Social event-planning.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Playvox

APRIL 6, 2023

Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. They must also know when certain events – such as a weather event or a marketing campaign – will occur. Related Article: Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center?

Management 54

Management Contact Center Best practices Agent burnout 54

Global Response

NOVEMBER 6, 2023

Although call centers provide essential support and benefit to your business—including increased customer service availability, improved productivity and efficiency, stronger service levels and more—if a legal dispute or non-compliance issue is uncovered, your call center can end up costing you more than you imagined.

Call Center 62

Call Center outsourcing Telemarketing Healthcare 62

Spearline

MARCH 3, 2022

Two elements remain ongoing challenges for contact centers, including the quality of service they offer (QoS) as well as the nature of the experience (QoE) provided. Knowing this is key, especially because voice remains the number one point of contact for customers who want to reach support.

Quality management 97

Quality management Management Telecommunications Enterprise 97

Fonolo

SEPTEMBER 26, 2018

Really, it’s a promise, one you must keep in order to satisfy clients and maintain the service levels that will keep your long-lasting relationship with them buoyed. Anyone working in the service industry, be it in retail, health or finance, should get the low-down on Service Level Agreements (SLAs), and fast.

Call Center 67

Call Center Abandon rate industry standards Service level 67

Babelforce

MAY 18, 2022

Call center forecasting is a set of practices that aims to determine the contact volume and number of agents needed to handle that contact volume over a set period of time. Accurate forecasting optimizes productivity and ensures contact centers have the right number of agents to deal with contact volume.

Workload forecasts 52

Workload forecasts Call Center Average Handle Time Abandon rate 52

Fonolo

APRIL 13, 2021

Managing call spikes during peak periods in your call center can seem like an insurmountable challenge. Whether you’re in retail, healthcare, or the financial industry, understaffed contact centers coupled with increased call volumes create stressful moments for you and your agents. The ROI of Call-Backs for your Call Center.

Call Center 125

Call Center Abandon rate outsourcing call center professionals 125

COPC

MARCH 11, 2022

Attracting & retaining top talent to meet service levels. Contact centers have not been immune to this phenomenon. Attrition and recruiting difficulties are not new to contact centers, and strategies to combat this have been developed and honed over the years. flexible work schedule. work-life balance.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. Plus, you toss in overseeing your contact center budget, too. But you shouldn’t have to sacrifice customer happiness to run a lean contact center. Use customizable reports and historical data to forecast service needs.

Coaching 76

Coaching Management Contact Center Morale 76

TASKE Technology

MARCH 7, 2013

This event was a great opportunity to hear cutting-edge insights from experts who will set the agenda for the future of technology and business. As well, the data is available to all users in the contact center, not just supervisors. We’ve just returned from Cisco Li ve in London, UK.

Service level 40

Service level Abandon rate Customer Service Contact Center 40

Skybridge

AUGUST 24, 2023

“Outsourcing helps companies maintain service levels and provide a consistent customer experience across all channels and hours of operation.” Deloitte Digital 2023 Report on New Realities for Contact Center Transformation Have your customers been looking for a better experience at your contact center?

outsourcing 52

outsourcing Contact Center Customer Care Average Handle Time 52

teleopti

MAY 8, 2019

By far the biggest gripe is having to handle last-minute time-off requests with 55% of contact center professionals complaining about the issue. A 2018 Call Center Helper survey revealed that only 52.3% A 2018 Call Center Helper survey revealed that only 52.3% to 30% since 2015. to 30% since 2015.

Contact Center 88

Contact Center Advertising Service level Technology 88

Talkdesk

DECEMBER 27, 2019

and the Netherlands, TrackTik selected Talkdesk Enterprise Cloud Contact Center for its scalability to support the company’s growth plans with unmatched uptime and global call quality. Additionally, the integration with Salesforce Lightning Flow further allows for automations on client-specific events. Want to know more?

contact center solutions 59

contact center solutions Cloud contact Contact Center Enterprise 59

Balto

FEBRUARY 8, 2023

In the context of call centers, workforce management is the process of assigning agents appropriately to match demand and maintain operational efficiency. The process can be hard and time-consuming since you need to record every customer interaction with your contact center and collect and archive these touchpoints to use in forecasting.

Call Center 52

Call Center Management call center workforce Contact Center 52

Playvox

AUGUST 9, 2022

While those of us in help desk support or contact centers only think of WFM in those specific places, you can apply the concept of WFM across many businesses. Related Article: 7 Proven Ways to Manage Contact Center Agent Staffing Shortages. What is WFM? At its core, WFM is about supply and demand.

Abandon rate 52

Abandon rate Contact Center Accountability Service level 52

Transparent BPO

OCTOBER 23, 2019

With a plan in place, you can face whatever event lands on your doorstep, whether it’s weather-related , a man-made occurrence, geopolitical risk, company-created situation, or something else potentially just as stressful. Define Vendor Service Level Agreements. Determine the level of support provided by external contractors.

outsourcing 59

outsourcing Contact Center Service level Technology 59

Vistio

APRIL 2, 2022

She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. And that was actually in my first contact center assignment, it was with an outsourcer. Yeah, sure. My career began in HR actually.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Spearline

FEBRUARY 7, 2020

Two elements remain ongoing challenges for contact centers, including the quality of service they offer (QoS) as well as the nature of the experience (QoE) provided. Knowing this is key, especially because voice remains the number one point of contact for customers who want to reach support.

Quality management 92

Quality management Management Telecommunications Enterprise 92

Fonolo

FEBRUARY 26, 2019

The challenge is that most people tend to dwell on negative events or emotions and ignore the positive ones. For example, in any team meetings, ask your customer service reps to scan over recent customer interactions and recount what went right. How to Efficiently Manage Service Levels with the Right Technology.

Customer Service 77

Customer Service Contact Center Call Center Service level 77

Fonolo

JUNE 12, 2019

According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and. This consumer pet peeve is exacerbated by the fact that contact centers routinely face expected, and unexpected, spikes in call volume. Who should register: VPs & Directors of Customer Service.

Abandon rate 99

Abandon rate Call Center Contact Center Education 99

Serenova

APRIL 7, 2020

We’ve been sharing our expertise and doing a lot of listening to understand the most important challenges contact centers are facing every day of this crisis. It was critical to address the issues quickly so agents could be up and running, and back to serving customers without negatively impacting service-level agreements (SLAs).

contact center solutions 98

contact center solutions Cloud contact Contact Center Business Process Outsourcing 98

DMG Consulting

SEPTEMBER 7, 2023

These applications have always been one of the leading productivity tools in contact centers. Workforce management solutions were initially designed to forecast the volume of incoming phone calls to help a call center determine the number of staff needed to answer those calls within an established service level.

Management 48

Management Real estate Agent Empowerment Enterprise 48

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Top 5 Self-Service Pitfalls.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Taylor Reach Group

MARCH 27, 2018

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Call Center, Contact Center and Customer Experience Events - April 2018. Financial Institution Appoints Contact Center Consultancy. Customer Service and the Golden Rule .

Schedule adherence 48

Schedule adherence Average Handle Time Consulting Consulting 48