Workforce Management Evolution

Contact Center Pipeline

Workforce Management call center contact center WFM workforce management

Managers Are Usually to Blame for Escalations

Myra Golden Media

Customers will put their “get me a manager” card on the table in a hair’s breadth. And managers get frustrated with this, but it’s your fault, managers. They’re going to go straight to the manager. So, I asked for a manager.

Managing Different Personalities in the Contact Center: The Platinum Rule

Contact Center Pipeline

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I treated everyone the way I would want to be treated, it meant I was a great manager.

How To Manage Expectations

Beyond Philosophy

Airlines are Managing Customer Expectations. Managing customer expectations is critical for success in business. The post How To Manage Expectations appeared first on. Have you been on a flight recently and found that you arrived at your destination a little early?

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

What is Knowledge Management?


This puts knowledge management square in the spotlight. Because prioritizing customer experience is one thing, but managing to deliver timely content in the various channels that comprise this customer experience is another challenge altogether. What is knowledge management?

How to Manage Uncertainty

Beyond Philosophy

How to Manage Uncertainty. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. In some ways, this is how you manage uncertainty.

Crisis Management


The Pipkins system gives users the tools they need manage a crisis all while using real time data and historical information to drive the response. The re-optimization will still be skill-aware and place agents onto the best queues for managing the issue.

Workforce Management in the Omnichannel Age

Contact Center Pipeline

Workforce Management call center contact center omnichannel WFM workforce managementThank you for calling, your call is important to us, please wait for the next available agent… ♪ The contact center credo is simple: When somebody calls, somebody should answer.

Your Knowledge Management Horoscope


As we were looking to seek and share knowledge, we wondered what the universe has in store for everyone, knowledge management-wise. knowledge management

How to Leverage Quality Management to Transform the Customer Experience

Top 5 Workforce Management Posts in 2018

Contact Center Pipeline

Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation of any contact center. Workforce Management call center contact center WFM workforce management

Identifying the Right Workforce Manager Candidate

Contact Center Pipeline

The more career-centered workforce managers I meet, the more alike I notice that we all are. That is because, regardless of the industry, the size of the call center or the office locale, workforce managers share the same typical experience set.

Guest Blog: How to Manage Customer Emotions


Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. You can’t improve your ability to manage customer emotions just by telling employees to be sensitive.

Workforce Management's Impact on Customer Service

Call Center Weekly

Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels. CCW Customer Satisfaction customer service Workforce Management

Customer Context at the Speed of the Conversation

How to manage negative customer feedback


At its simplest level, customer feedback is authenticated and continuous measurement and reporting of customer experience in order to manage. Some may say … Continue reading → The post How to manage negative customer feedback appeared first on CustomerCount.

Reputation Management versus Reputation Marketing


Is there a difference between reputation marketing and reputation management? Continue reading → The post Reputation Management versus Reputation Marketing appeared first on CustomerCount. News Customer Feedback online reputation reputation management reputation marketing review

FNOL: Catastrophe Management Services


The post FNOL: Catastrophe Management Services appeared first on Ansafone Contact Centers. Ansafone's in-depth experience in capturing FNOL claims helped a coastal property underwriter deliver exceptional customer support in the aftermath of a devastating hurricane. Case Study

What Is Customer Communications Management?


If customer communication management , or CCM, is the buzzword you’ve been hearing around the office, there’s a reason for all the hype. CCM software is something that businesses of all sizes would do well to adopt. Customer Experience Customer Communications Personalization

CSR Recruiting, Hiring and Retention

Speaker: Andrew Decker, Customer Care Manager, VSP

Managing Attrition in a Strong Economy

Contact Center Pipeline

According to the Bureau of Labor Statistics, the current unemployment rate is the lowest in 48 years. When the economy is strong and contact center jobs are plentiful, retaining your top talent can become a daunting task.

21 Call Center Leaders Reveal the Biggest Concerns Keeping Call Center Managers Up at Night


Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently.

The Top 5 Customer Success Manager Best Practices


Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. What Do Customer Success Managers Do? 5 Critical Customer Success Manager Best Practices.

The Contact Center Workforce Manager Skills Series

The Call Center School

It also applies to workforce managers. Workforce managers determine how many staff are assigned to a shift and which employee takes which specific shift. So when it comes to creating shift plans, workforce managers have a big responsibility. Workforce Management

Helping Your Agents Manage the Expansion of Customer Channels

Speaker: Noel Roberts, CTO and VP Marketing, Aria Solutions

How Absence Managers Effectively Manages Employee Paid Time Off (PTO)


Effectively managing paid time off (PTO) at your company can be a complex endeavor, particularly when you must abide by federal and state mandates, as well as the needs of your organization. Tips For Managing Paid Time Off. Manage Absences In The Workplace With Pipkins.

Quality Management in 2019

Monet Software

A renewed focus on quality management” should be on a lot of resolution lists this year. A quality management program offers a way to take a closer look at what a contact center is doing right, and where improvement is needed. Check out a demo of Monet Quality Management in action.

3 Critical Change Management Steps

Beyond Philosophy

The post 3 Critical Change Management Steps appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is.

Making the Most of the Customer Lifecycle Management Process


How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? The customer lifecycle management process segments the customer journey into stages, including onboarding, adoption, escalation, and renewal. How to Manage the Customer Lifecycle.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Customer Experience Management in 2019

Upstream Works

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Dedicated Desktop and Customer Journey Management. Analytics and Data Management.

How to manage a brand reputation crisis


Continue reading → The post How to manage a brand reputation crisis appeared first on CustomerCount. News crisis management online feedback online reputation reputation management reputation marketing

The importance of customer feedback management


Continue reading → The post The importance of customer feedback management appeared first on CustomerCount. News Customer Feedback customer feedback management customer satisfactionCollecting customer feedback is critical for the long-term success of your business.

KP360 – Managing a Remote Team


You have questions about managing a remote team. Our KP360 series continues today with Kevin Peyton’s perspective on managing a remote team. Now he’s here to share his knowledge with all other managers who find themselves in remote work situations.

The Health of the Contact Center: Are You Ready for 2019?

depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage. their managers 18 SECTION 5 HOW TO IMPACT. channels are managed in silos so agents.

Why Intra-Day Management is Essential

Monet Software

When these tasks are accomplished with efficiency and accuracy, made possible by a workforce management solution, it will have a positive impact on the day-to-day operations of a contact center. The post Why Intra-Day Management is Essential appeared first on Monet Software.

The Herculean Tasks of Intraday Management


These deviation reports allow managers to quickly assess where workers need to be reassigned – outbound to inbound calls if the call volume increases or assign other tasks for workers handling inbound calls if the call volume plummets. Blog WFM Schedule Management

Insights from the SWPP Workforce Management Professional of the Year Award Nominees

Contact Center Pipeline

Workforce Management call center contact center WFM workforce managementThe 2018 SWPP Annual Conference in Nashville kicked off on Sunday, June 3rd. I love the all-WFM-all-the-time format of this conference. Every break, every lunch, and every session is devoted to forecasting, scheduling, real-time adherence, staffing models, power-of-one, net staff, Erlang… and this goes on for three days. I can’t wait to get out on […].

Enterprise Feedback Management – The New Wave


Enterprise feedback management is core to helping supporting organizations focus upon and achieve their strategic goals and priorities. Continue reading → The post Enterprise Feedback Management – The New Wave appeared first on CustomerCount. News Customer Feedback customer feedback management Enterprise Feedback Management

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

Are hiring managers adapting training and recruiting practices to. only does this help managers. for managing requests, which. workforce management (WFM). managers can schedule the. Quality Management Smart forecasting, scheduling and.