Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Noble Systems

SEPTEMBER 29, 2020

Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing. A true WFO suite includes a number of technologies.

Management 86

Management Gamification Quality management Schedule adherence 86

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 98

Self service Contact Center Benchmark Chatbots 98

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Depending on organizational needs, call centers can implement an array of different technologies, from basic to sophisticated. Monet Software predicts in their study that call centers using workforce management systems generally experience a minimum reduction of 2% for staff hours with an average potential savings in the 5-10% range.

call center workforce 54

call center workforce Call Center Technology Management 54

Enghouse Interactive

JULY 7, 2020

In our previous post, under the Helping Customers Help Themselves with Self-Service heading, we alluded to the cross-over benefits for agents that result from Teams enabled applications. Teams complements the contact center resources to help agents provide better levels of service to their customers.

Self service 59

Self service Contact Center CRM Quality management 59

CSM Magazine

DECEMBER 15, 2022

Among the bright spots of 2022, we saw organizations and their support centers continue to prioritize the customer experience by implementing new technologies and support channels and navigating challenges, including excelling in the new hybrid work. We recommend companies implement technology and automation in their support centers.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

CSM Magazine

MAY 5, 2022

7 ways to crack the code using agent self-scheduling. When agents are able to plan their work around their life rather than the other way round, stress levels naturally fall and customer satisfaction rises. Agent self-scheduling is just one way to engage and motivate employees. Why not follow their lead?

Self service 52

Self service Service level Analytics Coaching 52

CSM Magazine

APRIL 28, 2021

Contact Centre as-a-Service (CCaaS) players might have the specialist cloud contact centre expertise and Unified Communications (UCaaS) players additionally offer voice functionality, but both lack the CRM capabilities necessary to fully understand the customer. That’s where co-opetition comes to the fore.

CRM 59

CRM Analytics Multichannel Telecommunications 59

Enghouse Interactive

FEBRUARY 5, 2021

It relies on four key technology trends to underpin it: 1. Quality management systems. That means that businesses need to ensure that they have the cloud-based solutions in place to monitor, manage, support and report on customer service, wherever agents are based. Empower the workforce of the future.

Self service 45

Self service Coaching Chatbots Quality management 45

Enghouse Interactive

JULY 10, 2018

You may be wondering “How can credit unions keep this philosophy alive and thriving amidst a technology filled world?” Whether members visit you at a branch, online or through mobile channels, they expect fast, easy and high-quality interactions. Provide simple digital self-service touch points.

Self service 40

Self service CRM Contact Center Analytics 40

Playvox

JUNE 22, 2023

As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Call center managers need metrics to successfully measure agent performance and improvements to call center operations. Do your metrics provide answers to these questions?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Enghouse Interactive

JULY 27, 2020

By integrating the Contact Center with Teams , organizations can significantly improve customer service levels they provide by ensuring their agents are supported with the best possible tools to meet their needs. Sneak Peak: you can see the Teams enabled Operator Console here: . Seeing is Believing. The tools are here.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52