ConvergeOne

AUGUST 9, 2022

The first entry in this blog series, which details the first two steps to effective Workforce Engagement Management, can be read here. Adapt in Real Time and Self-Manage Schedules with WFM Scheduling. Workforce Management (WFM) is the next step on the journey to full WEM realization.

Management 75

Management Contact Center Metrics Wait times 75

Momentum Telecom

OCTOBER 24, 2022

You may be familiar with a small subset of Momentum’s services – but you and your customers can benefit from knowing about our role as a managed cloud service provider. Your reputation is linked to your partners’ reputations – so you only want to partner with experienced and reliable managed cloud service providers.

Management 98

Management Interactive Voice Response CRM Technology 98

ConvergeOne

JANUARY 25, 2022

Tip #1: Establish an Enterprise Risk Management Methodology. Establishing an Enterprise Risk Management structure throughout your company—starting with executive buy-in—will allow for a successful deployment. Enterprise Risk Management allows your team members to understand proactive measures that are required company-wide.

Management 84

Management Enterprise Healthcare Accountability 84

Aspect

MAY 6, 2020

But when agents move from a centralized location to a distributed environment and the very culture of the organization is in flux, many of the existing workforce management (WFM) assumptions and parameters should be re-examined. This falls on our organizational management teams to assist our front line.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

CCNG

MAY 11, 2021

Managers appreciate the data that allows them to provide targeted feedback and coaching with the ability to isolate those that need help while spending less time assessing progress. The survey led to this white paper on the 5 Reasons Performance-Based Training in Contact Centers Requires Automation.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

ConvergeOne

JUNE 21, 2022

To ensure the quality of every customer interaction, contact center managers need a business system – a repeatable approach. Workforce Engagement Management (WEM) is a practice designed to improve outcomes in contact center and back-office communication environments. Download the full white paper below. Can’t wait?

Management 66

Management Contact Center Coaching Analytics 66

Beyond Philosophy

JANUARY 23, 2021

One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent. While that makes an interesting story, it isn’t the typical result of making a small change.

Customer Experience 222

Customer Experience Consulting Consulting Surveys 222

Jon Arnold

JUNE 5, 2023

Still managed to get a few things out, and here’s the digest. Re-Thinking the On-Hold Experience , white paper for Aizan, May 31 3 Best Practices for a Successful UCaaS Migration , TechTarget, May 23 Are We Moving Too Fast with AI? , No Jitter, May 23 How to Manage Telecom Fraud , Contact Center Pipeline, May issue, May 4

Best practices 59

Best practices Contact Center Management 59

CCNG

MARCH 4, 2021

The survey of managers and executives responsible for training revealed a mad rush to deploy technology, with 68% of respondents investing in better training delivery via virtual and collaboration meeting tools and 30% investing in better eLearning utilization.

CCNG 195

CCNG Contact Center Surveys Coaching 195

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. Although most of a call center’s challenges tie into employee management indirectly, a few center entirely on these areas of operations. Economic Challenges. Human Resources Challenges.

Call Center 287

Call Center Technology Accountability Customer Support 287

Callminer

MARCH 12, 2020

Maintain a Vulnerability Management Program. Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment. The PCI-DSS classifies the rules it contains under a series of six major goals.

Call Center 182

Call Center Analytics Best practices Government 182

Spearline

APRIL 7, 2021

In this white paper, we examine the efficiencies and quality improvements that can be achieved through the use of appropriate vendor management techniques. We will examine the increase in the complexity of the global networks, service quality and commonly utilized vendor management systems. Download our free white paper.

Telecommunications 69

Telecommunications Morale Benchmark Management 69

Fonolo

AUGUST 22, 2018

We here at Fonolo want to make a proposal to all contact center managers: Treat your agents! For more easy customer service hacks, download our free white paper: 10 Trends That Will Disrupt Customer Service in 2018. White Paper: 10 Trends That Will Disrupt Customer Service in 2018.

Contact Center 187

Contact Center Sales Service level Customer Service 187

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Management 273

Management Customer Experience Customer Service Coaching 273

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. management.

Call Center 182

Call Center Management Scripts Coaching 182

ConvergeOne

FEBRUARY 9, 2021

Cloud migration involves crucial organizational and business unit change management and talent pools, process, and technology. WHITE PAPER] UNDERSTANDING THE CLOUD ADOPTION APPROACH. The white paper also includes the multi-step migration framework executed by the ConvergeOne cloud team for any enterprise organization.

industry standards 73

industry standards Enterprise Technology Management 73

Callminer

JUNE 18, 2020

To learn more about employee churn and analytical methods of addressing it, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Common complaints include issues with shift ending times being nudged later by last-minute callers and overbearing management practices.

Call Center 182

Call Center Morale Feedback Analytics 182

ConvergeOne

NOVEMBER 1, 2022

Uptime Institute’s 2022 Data Center Resiliency Survey reported that 80% of data center managers and operators have experienced some type of outage in the past three years, and the proportion of outages costing more than $100,000 has soared in recent years. Download the full white paper.

Construction 87

Construction Surveys Marketing Technology 87

ConvergeOne

JULY 6, 2021

AWS consists of multiple fully managed database services, each built for its unique purpose (see the table below). Management of millions of requests per second. WHITE PAPER]. This ConvergeOne white paper provides overviews and guidance for Amazon Web Services (AWS) Database options. Amazon Database Types.

Analytics 102

Analytics Technology Management 102

Fonolo

DECEMBER 5, 2017

They touched on social media for crisis management, reducing customer frustration, and so much more! White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How can call centers effectively prepare for unexpected spikes in call volume?

Customer Service 75

Customer Service Management Call Center Morale 75

teleopti

APRIL 30, 2019

It’s time to apply the principles of Workforce Management (WFM) and here is our 7-step guide: 7 ways to raise the bar for employee engagement. Cut back on time-consuming staff monitoring and instead use bots that learn from existing data to help people manage their work-life balance. Learn how to power employee engagement with WFM.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

Callminer

FEBRUARY 5, 2020

Managers on the floor can only keep track of so many factors at once as they go about monitoring active agents. They can be used to design a powerful development plan for your team members, denote areas of daily operations in which you are losing money, and more. The Importance of Metrics in Call Center Operations. Automation.

Best practices 251

Best practices Call Center Metrics First call resolution 251

Cisco - Contact Center

FEBRUARY 1, 2021

Prior to Voicea, he was the founder and CEO of BlueKai which built the world’s largest consumer data marketplace and data management platform. Four Journeys, One Destination: The Cloud [White paper] , a white paper following four compelling customer cloud migration stories, by McGee-Smith Analytics.

Contact Center 116

Contact Center Transportation Customer Experience Wireless 116

TechSee

OCTOBER 19, 2021

Managing these product returns takes a significant bite out of a company’s bottom line. To learn more about how your business can use visual assistance technology to resolve the headache of how to reduce returns, download the White Paper here. of total U.S. retail sales – in 2020. Truck Roll Rates, and.

Average Handle Time 124

Average Handle Time Sales Analytics Technology 124

ConvergeOne

APRIL 26, 2022

Security and risk management leaders who understand these trends will be better able to address new risks and elevate their standing in their organizations,” the Gartner report states. Read our Cyber Risk Management White Paper. Learn how to Build a Cyber-Aware Organization. Read the thought leadership article now.

Consulting 83

Consulting Consulting Management Technology 83

Fonolo

JULY 25, 2018

Attention all call center managers: It’s time to talk about you. And before you say it, yes, we agree with you : As a call center manager, the game pieces you must manoeuvre in order to keep your center, your agents, and the overall business infrastructure at the top of their game are vast and varied. But where do I start?

Gamification 83

Gamification Call Center Management Education 83

Monet Software

JANUARY 2, 2020

Experienced managers recognize that staffing is far more challenging. Managing Peaks with Telephony Infrastructure. Most managers find that with a powerful WFM solution, contact volumes are much more predictable than initially assumed. admit to abandoning a brand due to a poor customer experience, like being stuck on hold.

Management 71

Management Average Handle Time Contact Center Call Center 71

Momentum Telecom

OCTOBER 24, 2022

You may be familiar with a small subset of Momentum’s services – but you and your customers can benefit from knowing about our role as a managed cloud service provider. Your reputation is linked to your partners’ reputations – so you only want to partner with experienced and reliable managed cloud service providers.

Management 40

Management Interactive Voice Response CRM Technology 40

Callminer

FEBRUARY 24, 2020

Break-Time and Shift Management. A robust speech analytics solution can help call center managers monitor agent performance and take action to implement additional training and development to support excellent agent performance. The raw decibels individual agents produce should be kept to a minimum. Interior Design. Managerial Space.

Best practices 207

Best practices Call Center voip Analytics 207

Quadient

MAY 23, 2022

Quadient is a global leader in the document management industry. Recognizing the frequent and costly mistakes that occur at the fulfillment level at contact centers, the company has launched products that address the problems of communications management within the contact center environment. Customer Experience. Experience.

Contact Center 105

Contact Center CRM Call Center Personalization 105

ConvergeOne

OCTOBER 18, 2022

By employing a Managed Detection and Response (MDR) plan into your environment, you can be made aware of traffic that is outside the normal range (anomalies) and increase your threat-hunting capabilities. These 3 ransomware tips are part of ConvergeOne’s white paper: 23 Cyber Security Tips for 2023 , by Chris Ripkey and Vito Nozza.

Healthcare 95

Healthcare Best practices Management 95

ConvergeOne

JUNE 28, 2022

WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management. Today's forward-thinking organizations continually adopt the latest technologies to enhance workforce management processes, improve customer experience and maintain a competitive edge over the competition.

Self service 82

Self service Quality management Technology Contact Center 82

Fonolo

OCTOBER 20, 2022

Read on for a quick overview of call center security, or take a deep dive on the topic with our comprehensive white paper. IT teams must take precautions around the use of personal devices for work calls , email and data management. And employing the right solutions WILL keep your customers and your business safe.

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

Callminer

MAY 27, 2020

Where call centers specifically handle communication over the phone, a contact center may manage as many as five customer communication channels or more, including text, email, live chat, and forums. Contact Centers Leverage Self-Service.

Call Center 207

Call Center Contact Center Interactive Voice Response Analytics 207

Callminer

FEBRUARY 10, 2020

If you are interested in learning about improving performance among your agents and bolstering agent retention within your organization through interaction analytics, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Collaboration.

Call Center 182

Call Center Coaching Morale Analytics 182