INDUSTRY INSIGHTS YOUR PEERS ARE READING
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 MORE
How important is performance management to your contact center? Certainly customers are important, and taking steps to serve them better is always part of a manager’s daily function. It works, but performance management allows for a more proactive approach. MORE
Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle times Improve First-Contact Resolution (FCR) rate, and with it, the customer experience Enable agents to handle increasingly diverse and complex contacts without extensive training and specialization Contact center leadership understands the […]. MORE
CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. “A MORE
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. MORE
What’s New with Workforce Management? These interfaces are delivering enhanced tools that engage agents and give them the autonomy to become active participants in managing their own work-life balance. Innovation is also about addressing intraday management challenges with NewGen WFM adaptive real-time scheduling and intelligent automation. 2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. MORE
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? MORE
This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. Centralizing facilities management operations can help ensure this consistency. MORE
Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently. MORE
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 MORE
The Right Tools Make FMLA Management and Absence Tracking Easier While Discouraging Potential Time Off Abuses. Time off works wonders for the mind and spirit, but in all things business, even time off must be managed with the needs of others balancing with the demands of the company. MORE
Whether a contact center is launching a new performance management effort, or making changes to an existing program, the key to its success will always be communication. Managers and senior personnel are responsible for explaining and promoting the contact center’s performance management goals to rank-and-file personnel. Who: In this case, who will be involved in a performance management program? Find out more about our Performance Management solution. MORE
HR Management for CX CX CultureYour customer service team carries a lot of weight on its collective shoulders. MORE
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. MORE
Looking for more information about managed care pharmacy, and how advancements in technology are impacting the healthcare industry? The post Revation to Discuss Managed Care at AMCP19 appeared first on Revation Systems. MORE
Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. MORE
What is the difference between Quality Management (QM) and Total Quality Management? The answer is simple – Total Quality Management is an effort that involves everyone at your contact center, as well as everyone at the company at large. Blog Quality Management MORE
Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had an Oscar the Grouch Halloween costume! During that period, I would sometimes borrow the mask to alert the family to an emerging “grouchy” condition. MORE
One way to attract better contact center agents is to offer a path out of that job into a management level position. Managers have to create forecasts and schedules. in a business-related subject should be expected of a contact center manager. Blog Performance Management MORE
As Guru’s Risk and Compliance Officer, I spend time on the housekeeping of our posted standards and controls (security stuff we need to do), but I also keep an eye on how automation and knowledge management can enable “tactical security.” knowledge management MORE
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Challenges in attracting and retaining talent and the need to effectively balance quality of service with efficiencies have created a need for more sophisticated Workforce Management teams. Workforce Management workforce management workforce management teams workforce managers MORE
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. MORE
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. MORE
Managing to Customer Expectations. Intraday management technology can better optimize contact center efficiency. If service levels drop, intraday management can automate the voluntary overtime process to ensure there are always enough agents on the floor, answering calls. Matt McConnell. There are many different ways to define “customer experience.” MORE
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. MORE
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 […]. MORE
All of these teams have a valid reason to manage social media. An alternative Rather than having one team manage social media, a multi-presence approach may work best. By Sean Hawkins Who should be in charge of your company's social media, Customer Service, Marketing, or perhaps Sales? MORE
SimplePractice is a top-reviewed practice management platform, made for small business owners in the health and wellness space. We sat down with Laura Teichmiller , Knowledge Systems Manager, to talk about how she created a knowledge-centric culture at SimplePractice. MORE
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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. MORE
You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. To learn more about NICE inContact Quality Management Analytics Pro, start by watching this fun, relatable overview video! The post What is Quality Management Analytics? MORE
The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. MORE
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. MORE
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 MORE
Management Related Topics Beyond Philosophy
MARCH 22, 2019
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.
Beyond Philosophy
MARCH 23, 2018
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?
Call Center Weekly
SEPTEMBER 13, 2018
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
Customercount
APRIL 22, 2019
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
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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.
Contact Center Pipeline
DECEMBER 27, 2018
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
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Contact Center Pipeline
MAY 3, 2017
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.
Monet Software
DECEMBER 14, 2018
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.
Callminer
FEBRUARY 2, 2018
Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently.
ShepHyken
DECEMBER 2, 2016
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.
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Upstream Works
DECEMBER 11, 2018
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.
AnomalySquared
NOVEMBER 13, 2018
sales leads Lead Management Sales Lead Management
Call Center Weekly
AUGUST 1, 2018
All of these teams have a valid reason to manage social media. An alternative Rather than having one team manage social media, a multi-presence approach may work best. By Sean Hawkins Who should be in charge of your company's social media, Customer Service, Marketing, or perhaps Sales?
Fenero
MARCH 31, 2019
Managing to Customer Expectations. Intraday management technology can better optimize contact center efficiency. If service levels drop, intraday management can automate the voluntary overtime process to ensure there are always enough agents on the floor, answering calls. Matt McConnell. There are many different ways to define “customer experience.”
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engagement and contact center management process. and knowledge management, consistently rated #1, eGain has. managers can measure and fine-tune AI and knowledge. If Artificial Intelligence (AI) for the overall business is a red hot.
Beyond Philosophy
FEBRUARY 24, 2016
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.
Guru
MARCH 26, 2019
As Guru’s Risk and Compliance Officer, I spend time on the housekeeping of our posted standards and controls (security stuff we need to do), but I also keep an eye on how automation and knowledge management can enable “tactical security.” knowledge management
inContact
FEBRUARY 13, 2019
You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. To learn more about NICE inContact Quality Management Analytics Pro, start by watching this fun, relatable overview video! The post What is Quality Management Analytics?
Contact Center Pipeline
OCTOBER 16, 2018
Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle times Improve First-Contact Resolution (FCR) rate, and with it, the customer experience Enable agents to handle increasingly diverse and complex contacts without extensive training and specialization Contact center leadership understands the […].
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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.
inContact
JANUARY 11, 2019
The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context.
Contact Center Pipeline
JUNE 6, 2018
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 […].
ShepHyken
MARCH 15, 2019
This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. Centralizing facilities management operations can help ensure this consistency.
Monet Software
MARCH 20, 2019
Whether a contact center is launching a new performance management effort, or making changes to an existing program, the key to its success will always be communication. Managers and senior personnel are responsible for explaining and promoting the contact center’s performance management goals to rank-and-file personnel. Who: In this case, who will be involved in a performance management program? Find out more about our Performance Management solution.
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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.
Revation Systems
MARCH 11, 2019
Looking for more information about managed care pharmacy, and how advancements in technology are impacting the healthcare industry? The post Revation to Discuss Managed Care at AMCP19 appeared first on Revation Systems.
Monet Software
JANUARY 31, 2019
What is the difference between Quality Management (QM) and Total Quality Management? The answer is simple – Total Quality Management is an effort that involves everyone at your contact center, as well as everyone at the company at large. Blog Quality Management
Monet Software
JANUARY 31, 2019
One way to attract better contact center agents is to offer a path out of that job into a management level position. Managers have to create forecasts and schedules. in a business-related subject should be expected of a contact center manager. Blog Performance Management
Contact Center Pipeline
NOVEMBER 9, 2017
Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had an Oscar the Grouch Halloween costume! During that period, I would sometimes borrow the mask to alert the family to an emerging “grouchy” condition.
Advertisement
Calabrio ONE is a unified workforce optimization (WFO) software suite–including call recording, quality management, workforce management, voice-of-the-customer (VoC) analytics and advanced. Call Recording Quality Management Workforce. Management Calabrio Analytics Advanced.
Monet Software
NOVEMBER 19, 2018
How important is performance management to your contact center? Certainly customers are important, and taking steps to serve them better is always part of a manager’s daily function. It works, but performance management allows for a more proactive approach.
Guru
FEBRUARY 22, 2019
SimplePractice is a top-reviewed practice management platform, made for small business owners in the health and wellness space. We sat down with Laura Teichmiller , Knowledge Systems Manager, to talk about how she created a knowledge-centric culture at SimplePractice.
ClearAction
APRIL 17, 2019
CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. “A
DMG
OCTOBER 16, 2018
What’s New with Workforce Management? These interfaces are delivering enhanced tools that engage agents and give them the autonomy to become active participants in managing their own work-life balance. Innovation is also about addressing intraday management challenges with NewGen WFM adaptive real-time scheduling and intelligent automation. 2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment.
Advertisement
metrics by which workforce management (WFM). calabrio.com 1 Forecast accuracy is one of the most important. professionals are judged—some go so far as to say. it’s the foundation of contact center scheduling. But it’s not always easy. In fact, forecasting can.
PlayVox
FEBRUARY 26, 2019
HR Management for CX CX CultureYour customer service team carries a lot of weight on its collective shoulders.
inContact
NOVEMBER 6, 2018
Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.
Pipkins
JANUARY 16, 2019
The Right Tools Make FMLA Management and Absence Tracking Easier While Discouraging Potential Time Off Abuses. Time off works wonders for the mind and spirit, but in all things business, even time off must be managed with the needs of others balancing with the demands of the company.
The Northridge Group
SEPTEMBER 26, 2018
Challenges in attracting and retaining talent and the need to effectively balance quality of service with efficiencies have created a need for more sophisticated Workforce Management teams. Workforce Management workforce management workforce management teams workforce managers
Speaker: Tony Medrano, CEO of RapportBoost.ai
Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.
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