CCNG

JULY 19, 2023

Workforce Management (WFM) is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level and budget. It lays the foundation for efficient staffing levels and optimal resource utilization. Pick 1 team and master their forecast!

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

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

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.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Beyond Philosophy

MAY 15, 2023

By optimizing digital-first engagement, fostering workforce engagement, and improving experience management in the face of adversity, these organizations can create a competitive edge and pave the way for long-term success. In times of economic downturn, maintaining robust communication and support for the workforce is crucial.

Customer Experience 195

Customer Experience Self service Feedback Management 195

Contact Center Pipeline

MARCH 14, 2023

There has been a debate over the past decade whether the core contact center solutions e.g., routing, dialing, workforce optimization (WFO) should be subscribed to and accessed from the cloud. Or whether they are best licensed and installed on-premise.

Contact Center 130

Contact Center contact center solutions Customer Experience 130

CCNG

NOVEMBER 9, 2022

Moreover, studies show they also have higher self-esteem, are more empathic to others, [and are] more trusting and cooperative"—all essential attributes of a stable and productive workforce. Multiple core systems provide essential functionality and useful reports, but tapping the full potential of siloed solutions requires more.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. Even top performers can have a soft week or month, but without looking at workforce analytics data , you can’t understand what’s happening or how to help until it’s too late.

Customer Service 59

Customer Service Scripts Banking Analytics 59

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. CX management software is an AI-driven, cloud-based platform that optimizes technical operations related to customer service. . What is a CX management platform?

Customer Experience 353

Customer Experience Management Contact Center Engineering 353

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start? This is what they do.

Consulting 195

Consulting Consulting Contact Center Gamification 195

AWS Machine Learning

DECEMBER 7, 2023

In this post, we describe the end-to-end workforce management system that begins with location-specific demand forecast, followed by courier workforce planning and shift assignment using Amazon Forecast and AWS Step Functions. This, in turn, highlights the project’s success in optimizing operations and service delivery.

Management 102

Management Engineering Analytics Construction 102

Contact Center Pipeline

JUNE 21, 2021

Below, Five9’s Mike Bourke discusses how workforce optimization solutions give agents more influence over their schedules, while providing managers with tools for […]. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.

Contact Center 147

Contact Center Technology Management Call Center 147

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. In a buyer’s market, what is the future of workforce engagement? One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Myra Golden Media

APRIL 11, 2023

By optimizing your workforce, using technology, and fostering a culture of continuous improvement, you can deliver an exceptional customer experience while improving efficiency and reducing costs. Another way to optimize agent performance is by providing them with the right tools and technology.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

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

CSM Magazine

SEPTEMBER 14, 2023

Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. The 2023 report ranks 12 vendors offering products that address the key elements of agent management, including quality management, workforce management, interaction analytics, and performance coaching.

Management 59

Management Coaching Contact Center Customer centricity 59

TechSee

JUNE 10, 2021

Sure, they divert your workforce from more strategic tasks. . There are more cost-efficient, convenient, and safer options available that assist with truck roll optimization and even elimination, but many organizations have not implemented them. Four Truck Roll Optimization Innovations. Truck roll optimizations: Four ways.

Self service 207

Self service Analytics Transportation Healthcare 207

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

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. 77% of marketing leaders agree that they use automation to improve customer experience.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

TechSee

DECEMBER 12, 2022

Managing and optimizing this workforce presents a number of challenges and opportunities. With over 90% of field service leaders concerned with sustainability objectives, optimizing and virtualizing field service operations are no longer a vision but today’s reality. These challenges bring with them new opportunities.

Customer centricity 124

Customer centricity Technology Enterprise Accountability 124

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

AWS Machine Learning

DECEMBER 12, 2023

By 2025, Vodafone plans to have 50% of its global workforce actively involved in software development, with an objective to deliver 60% of digital services in-house. Its super power is that it learns very complex behaviors without requiring any labeled training data, and can make short-term decisions while optimizing for a longer-term goal.

Telecommunications 105

Telecommunications Engineering Chatbots CRM 105

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. Aspect delivers on that need in W orkforce Optimization Version 20. . But there is still much uncertainty about the future. .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

CSM Magazine

MAY 23, 2023

Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation. “The future of customer experience lies in true-cloud solutions.

Customer centricity 52

Customer centricity Engineering SaaS Contact Center 52

DMG Consulting

JANUARY 17, 2023

DMG Consulting Releases 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market R eport. AI-enabled solutions to meet CX and EX expectations and demands. What: Releases 2022-2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report.

Consulting 48

Consulting Consulting Enterprise Marketing 48

TechSee

AUGUST 14, 2023

Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. However, hybrid work comes with an added layer of complexity as the workforce is both remote and on-site. A cloud-based contact center software is an ideal choice for a hybrid workforce. Role of contact center software in managing a ‘hybrid workforce’.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Playvox

JANUARY 11, 2024

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). What is Workforce Management for Call Centers? Why is Workforce Management Important in the Call Center? But getting to this nirvana is no picnic. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

The Northridge Group

AUGUST 10, 2021

When looking at customer engagement in a contact center environment, it is crucial to establish and leverage analytics solutions. Collecting the data your organization needs on a manual and one-on-one basis to gain oversight across these platforms limits your ability to optimize and unleash the potential of your data. Contact us.

Analytics 162

Analytics Interactive Voice Response Contact Center Coaching 162

CSM Magazine

NOVEMBER 23, 2023

Traditional warehouse management solutions are evolving to meet the demands of the digital age. One of the most notable innovations is Warehouse Asset Management System (WAMS), a technology-driven solution that leverages automation and data analytics to streamline operations. WAMS can have a direct impact on reducing operating costs.

Transportation 52

Transportation Analytics Morale Customer centricity 52

Aspect

MAY 6, 2020

Up until now, we have largely discussed ways to help agents with workforce optimization tools and processes. It’s worth noting that managing a remote team makes flexible workforce management scheduling options much more attractive because agents can act on that flexibility.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

Playvox

MARCH 29, 2022

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. From Optimization to Engagement. While workforce optimization suites are undeniably valuable, particularly for improving staff efficiency, their approach also brings limitations.

Management 60

Management Contact Center Coaching Quality management 60

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). It all starts with empowering and engaging agents leveraging the capabilities of the right workforce engagement management suite. Perhaps not.

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77