Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Playvox

MAY 11, 2023

The contact centers that offer this flexibility for their workforce realized that their remote workers could have the same performance and productivity they do in an office — if they implement practices for efficient work. The person who leads these teams plays a fundamental role in the management and work of all the teams.

Management 89

Management Contact Center Coaching Employee engagement 89

Call Design

OCTOBER 12, 2022

Transport for NSW was looking for a platform that could seamlessly integrate across the entire workforce planning cycle integrated with their omnichannel contact centre that includes voice, live chat and back-office functionality. Learn more about the Alvaria Workforce Engagement Management (WEM) Suite. About Alvaria.

Transportation 78

Transportation Management Employee engagement Consulting 78

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Fonolo

JULY 7, 2022

Scheduling is vital to any call center leader’s job – down to the last break. We all know the ramifications: if you’re short an agent at peak time, your customers will feel the brunt of long waiting times. What is Call Center Schedule Adherence? The schedule includes call time, wrap-ups, meetings, and training.

Schedule adherence 141

Schedule adherence Call Center Abandon rate Wait times 141

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Fonolo

MARCH 29, 2022

Employee training, consistent management, the right call center software – the list goes on, but one thing stands apart from the rest: call center workforce management. How to Foster Agent Engagement in a Hybrid Contact Center. Why workforce management? Agent engagement.

Call Center 81

Call Center call center workforce Management Average Handle Time 81

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Working efficiently becomes even more important when costs are rising, agents are hard to hire, and customer service expectations are higher than ever before.

Management 86

Management Schedule adherence Coaching Contact Center 86

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. They want the product they want/need, their problem solved, or their question answered.

Management 206

Management Customer Service contact center associations Interactive Voice Response 206

Call Design

DECEMBER 5, 2023

Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process. Enhancing Employee Well-being: WFM professionals have a direct impact on the lives of agents.

Management 78

Management Analytics Employee engagement Customer Experience 78

Call Design

JULY 22, 2020

One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a couple of months. Allow Your Agents to Grow. This can be expensive.

Gamification 173

Gamification Consulting Consulting Personalization 173

Monet Software

JUNE 10, 2021

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. They enjoy a manageable but motivating pace. #2

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Aspect

APRIL 29, 2020

Aspect partner, Call Design, shares insight regarding how to get the most out of your WFM solution as agents work from home during this global pandemic. Below are several ideas for how we’ve seen contact centres in this region manage their workforce through a global pandemic. Keeping Your Agents Engaged.

Average Handle Time 150

Average Handle Time Interactive Voice Response Personalization Management 150

CCNG

DECEMBER 16, 2020

In 2021, “disaster recovery” takes on a new flavor and these capacity limitations will further drive folks to look to the cloud to address scalability and potential loss of workforce situations. First, I would suggest any organization not using a thin client agent desktop needs to seriously look at that.

Contact Center 195

Contact Center CCNG Self service Interactive Voice Response 195

Callminer

MARCH 9, 2020

Scheduling forms the foundation of every successful call center operation. However, call center scheduling is much more complex than most other scheduling concerns. This article describes how the process can be simplified with software and what you can do get the best scheduling solution for your organization.

Best practices 182

Best practices Call Center Analytics Metrics 182

Call Design

MAY 31, 2022

Alvaria and Call Design announce a new Alvaria Workforce customer, TSA Group. Australia’s leading CX outsourcing solutions provider, TSA Group, has approximately 3,000 customer service and sales agents servicing industries including telco, health insurance, finance and retail. About Alvaria. Reshaping Customer Experience.

Management 78

Management Finance Enterprise outsourcing 78

CSM Magazine

OCTOBER 24, 2023

Calabrio , the workforce performance company, has announced the winners of its annual ONE Awards. Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CSM Magazine

NOVEMBER 14, 2023

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more — not fewer — agents. Dave Hoekstra, Product Evangelist, at Calabrio explains why and shares their top tips to activate the agent of the future. As a result, agent skillsets are changing too. of interactions today.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. That’s equal to 9% of global GDP.

Morale 78

Morale Gamification Contact Center Quality management 78

Aspect

SEPTEMBER 6, 2017

In fulfilling their typical daily responsibilities, it can be all too easy for call center agents to become fatigued. They must transition quickly from customer to customer without letting down their friendly disposition, be prepared to work atypical schedules to meet changing demand and leverage technology deftly to provide seamless service.

Call Center 193

Call Center Management Contact Center contact center solutions 193

Fonolo

APRIL 19, 2022

Staffing and scheduling in the call center is much easier said than done. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Why is Call Center Scheduling Important?

Call Center 81

Call Center Management Abandon rate Contact Center 81

Monet Software

MARCH 10, 2021

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? The contact center workforce was already going remote. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. I would explain that it means creating schedules, but it’s so much more. While workforce management on the whole can sound boring, high-tech, and at times confusing, there is logic to the madness.

Management 52

Management Contact Center Abandon rate Metrics 52

Fonolo

AUGUST 17, 2021

If your agents have polite, customer interactions — that’s great! The Contact Center Guide to Managing Spikes in Call Volume. Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. Call center performance doesn’t only rest on your agents’ shoulders.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Call Design

MAY 10, 2022

The software connects to both your contact centre platform and your workforce management system enabling it to monitor queues and update schedules with changes in real time. This tool monitors queues in your contact centre platform as well as the schedules in your workforce management system.

Customer Experience 78

Customer Experience Management 78

CSM Magazine

SEPTEMBER 21, 2023

Calabrio, the workforce performance company, has released its annual analysis of the contact centre market, the State of the Contact Centre 2023: Activating the Agent of the Future. Anticipating the Agent Workforce Evolution with AI Calabrio surveyed 400 contact centre managers from across 10 countries, 4 age groups, and 6 industries.

Customer Service 59

Customer Service Customer centricity Analytics Contact Center 59

ShepHyken

DECEMBER 25, 2018

They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business. Third-party contact centers can help large companies navigate freelance workforce management.

Contact Center 195

Contact Center Quality management Consulting Consulting 195

Playvox

JANUARY 12, 2023

Why Agents Want To Work Remotely — And Why You Should Let Them. While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. The dangers of bringing back agents who don’t want to be in the office are quite real. Important KPIs To Track For Remote Agents.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. One vital aspect of call center efficiency is call center workforce management (WFM).

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. Customer Satisfaction. According to a Contact Center Helper report, 95.7% Net Promoter Score. Quality Score. Forecast Accuracy.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

DMG Consulting

SEPTEMBER 14, 2021

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. This is where workforce management (WFM) software comes in.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

Call Design

JULY 27, 2021

The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre. Using a workforce management solution can provide so much more insight than an Excel spreadsheet, helping you to streamline operations, optimise performance, and engage agents.

Management 78

Management APIs Self service Enterprise 78

Call Design

JULY 19, 2021

The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre. Using a workforce management solution can provide so much more insight than an Excel spreadsheet, helping you to streamline operations, optimise performance, and engage agents.

Management 78

Management APIs Self service Enterprise 78