CSM Magazine

JUNE 5, 2024

Business Systems and Motorway were awarded the Partnership Award in recognition of the value achieved through the collaborative relationship, which has seen Motorway experience significant improvements in its Workforce Management (WFM) and Planning operations. For more details on The Forum Awards, visit: [link].

Schedule adherence 52

Schedule adherence Best practices Banking Consulting 52

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

CCNG

FEBRUARY 24, 2022

Overall, there are 3 types of hidden workers: Those missing from the workforce as a whole—Senior citizens, people with disabilities, people with gaps in employment, people with a criminal record, caretakers, military spouses. Evaluate your current workforce. Sometimes your BEST hidden workforce is already working for you.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? This guide will explore the whats, hows, and whys of workforce optimization. What is Workforce Optimization? The concept of workforce optimization (WFO) is not new. This results in long wait times and abandoned conversations.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Call Design

MAY 15, 2024

SYDNEY, Australia, 16 May, 2024: Call Design, a leading provider of workforce optimisation solutions, has announced a new strategic partnership with ProHance, an enterprise-grade operations enablement and analytics platform that provides insights for smarter decisions in complex, distributed and hybrid workforces.

Enterprise 60

Enterprise Analytics Employee engagement Consulting 60

Playvox

FEBRUARY 20, 2024

Benefits of Remote Teams Remote teams, or teams that work together from different locations, are popular in today’s workforce. Additionally, the flexibility of remote work can lead to employees feeling more empowered and in control of their schedules, which can lead to a more motivated and productive workforce.

Management 88

Management Gamification Calibration Quality management 88

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 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement. Career Pathing Resources.

Employee engagement 269

Employee engagement Education Analytics Technology 269

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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. The choice was easy.”.

Transportation 78

Transportation Management Employee engagement Consulting 78

24-7 InTouch

MAY 3, 2024

This digital assistant, embedded into the workplace, is designed to support employee well-being by proactively engaging with users when it matters most. The study showed some improved measures of engagement, which helped us learn more about the well-being needs of our agents. Read the full white paper here.

Enterprise 59

Enterprise Metrics Technology Personalization 59

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce.

Self service 85

Self service Management Coaching Contact Center 85

The Northridge Group

APRIL 15, 2024

We briefly touched on the fact that while the three tools have their place, none of them can be a ‘one-size-fits-all-solution’, nor can they effectively or entirely replace people. A good assessment can reveal any issues that new technology can present and offer real-time solutions.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

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

CSM Magazine

JUNE 5, 2024

“We’re thrilled to join the Five9 partner program, putting our unique, patented, generative AI-powered voice communication solution in the hands of those who benefit from it most,” said Yishay Carmiel, Founder and CEO, Meaning.

Contact Center 52

Contact Center Business Process Outsourcing Average Handle Time First call resolution 52

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

CSM Magazine

MAY 9, 2024

The collaboration aims to integrate Genesys Cloud platform with ServiceNow Customer Service Management to offer a unified solution called: Unified Experience from Genesys and ServiceNow. Together with Genesys, ServiceNow is defining a new era of customer service.”

Customer effort 52

Customer effort Customer Service Personalization Management 52

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

Call Design

JULY 22, 2020

By outlining what your organisation is looking for and working with your workforce planning team to specify the shift times that need to be recruited for, you can begin to weed out the candidates who aren’t the best fit. With the right tools in place , your agents will be more engaged, productive, and effective at their work.

Gamification 173

Gamification Consulting Consulting Personalization 173

Call Design

MAY 28, 2023

FOR IMMEDIATE RELEASE SYDNEY, AUSTRALIA, 21 April 2023 – Call Design, a leading provider of workforce optimisation solutions, is pleased to announce its new status as Alvaria’s first and currently only GLOBAL Diamond Partner.

Coaching 78

Coaching Employee engagement Sales Management 78

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. This is what true agent engagement looks like — and engaged agents are less susceptible to burnout.

Management 89

Management Contact Center Coaching Employee engagement 89

24-7 InTouch

FEBRUARY 13, 2024

This partnership is designed to support the growing need for globally diverse customer service solutions while leveraging a people-driven culture, and operational best practices from both companies. The Company acquired global BPOs Knoah Solutions in 2020, and Goodbay Technologies in 2021.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Playvox

NOVEMBER 15, 2022

In this environment, investing in a workforce management (WFM) solution becomes key, particularly if your support center has been using spreadsheets or trying to get by with subpar solutions. Research by Nucleus found that workforce management solutions pay back an average of $12.24

Management 86

Management Schedule adherence Coaching Contact Center 86

Call Design

JANUARY 20, 2022

While agent tasks can be monotonous, building strong engagement underpins continual improvement of the customer service experience. Like most workplaces, high performance comes as a by-product of high engagement channelled by productive management. Start with Engagement. Engagement Empowers Agility. Improving Engagement.

Gamification 78

Gamification Coaching Construction Employee engagement 78

Playvox

APRIL 5, 2022

Fortunately, there is a way forward: leveraging the right workforce engagement management (WEM) tools. Related Article: What is Workforce Engagement Management (And Why It Matters). By contrast, contact centers that neglect to empower and engage agents will inevitably fail to improve their overall performance.

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

NobelBiz

FEBRUARY 27, 2024

Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions. Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Playvox

FEBRUARY 27, 2023

They also look to consolidate solutions through pre-built integrations. Oftentimes, agent satisfaction and engagement take a hit when cost-cutting happens, so it’s critical for customer service leaders to ensure they are balancing their efforts for the best outcomes all around.

Management 75

Management Schedule adherence Contact Center Coaching 75

The Northridge Group

NOVEMBER 30, 2021

While an empathetic associate will try to comfort a customer, who calls in with an issue, a compassionate associate will not only offer comfort but go beyond that by offering practical solutions and taking appropriate actions to improve the customer’s situation. Empower a compassionate workforce. Treat feedback as a gift.

Customer Experience 141

Customer Experience Airlines Coaching Finance 141

Call Design

FEBRUARY 10, 2022

Solutions such as IVRs, intelligent automation, Workforce Engagement Management, and the relative ease of implementing cloud-based applications have empowered contact centres to increase efficiency despite the current climate. Efficiently Manage Workforces. Better Support Agents.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

COPC

MARCH 11, 2024

A lack of engagement can lead new hires to reconsider their decision before starting. Are we successfully engaging new hires and keeping them excited about joining our team? Consider a solution such as Centrical onboarding to provide the tools and built-in processes to engage new employees. How do we know? Please explain.

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Call Design

JANUARY 19, 2021

When you work on engaging your contact centre agents , you are more likely to see higher customer satisfaction rates. When your agents clearly understand your customer needs, they can provide better, faster solutions for any obstacles. We work with you to integrate a solution that meets the needs of your business.

Coaching 148

Coaching Best practices Consulting Consulting 148

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. COVID-19 has created an urgent need for most organisations to rapidly implement work from home solutions for their staff. Keeping Your Agents Engaged.

Average Handle Time 150

Average Handle Time Interactive Voice Response Personalization Management 150

Vistio

FEBRUARY 1, 2024

As organizations continue to rely on remote workforces to maintain their contact center operations, it has become increasingly important to find effective ways to support and develop remote agents. This robust skillset enables remote agents to tackle even the most challenging customer interactions with confidence and efficiency.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52