Uniphore

JUNE 22, 2021

If you’d like to develop a workforce of knowledgeable problem solvers, listen to your call center agents. Their rants shed light on how to train and onboard a hybrid workforce. #2 An EngHouse study reported that 91% of call center agents say they’re planning to quit in 2021.

Call Center 219

Call Center Self Service Social Media Contact Center 219

NICE inContact

FEBRUARY 14, 2019

Make sure to get the most out of your visit by planning in advance with the Interactions 2019 Agenda Preview ! In our breakout sessions, learn how to create the most engaged workforce, how to use analytics to maximize business results and how to take your next step in your journey to the cloud. appeared first on NICE inContact Blog.

Interaction 159

Interaction Insurance Conference Analytics 159

CX Accelerator

JULY 1, 2020

Companies with business continuity (BC) plans and with digitally transformed solutions found it easier to adjust. Even for prepared companies, this pandemic definitely battle tested the maturity of those BC plans and their digital maturity. Many of these companies have their entire workforce working from home now. Digital First.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? But the good news is that your next upgrade can be much easier and affordable if you have a plan. The post Get Your Contact Center Ready for the Modern Age appeared first on NICE inContact Blog.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? But the good news is that your next upgrade can be much easier and affordable if you have a plan. The post Get Your Contact Center Ready for the Modern Age appeared first on NICE inContact Blog.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

ShepHyken

NOVEMBER 9, 2018

The fact of the matter is, as companies begin to scale, a lack of office space and restrictive full-time staffing budgets can cause hiccups in business development plans and significantly reduce departmental output. At the fundamental level, most organizations maintain a corporate blog and regularly contribute to its development.

Company 96

Company CRM e-support Resources 96

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. WRONG – much to the dismay of all workforce managers everywhere! The post Workforce Management Basics in Today’s Contact Center: Part 2 appeared first on NICE inContact Blog.

Contact Center 136

Contact Center Management Employee Engagement Average Handle Time 136

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. WRONG – much to the dismay of all workforce managers everywhere! The post Workforce Management Basics in Today’s Contact Center: Part 2 appeared first on NICE inContact Blog.

Contact Center 136

Contact Center Management Employee Engagement Average Handle Time 136

NICE inContact

JUNE 10, 2019

So often I hear contact centers say: “We are looking for quality management and performance management, but we don’t really need workforce management.” Thinking of it as an afterthought to the rest of your workforce optimization program really puts you and your customers at a disservice. I’m talking about your contact center.

Contact Center 136

Contact Center Employee Engagement Tips Management 136

One Millimeter Mindset

JULY 5, 2018

Instead, this customer experience mid year blog post review refreshes and recalibrates your brain! Readers selected the top 7 blog posts based on content they find relevant and valuable to successfully executing their own customer experience and customer retention strategies. Subscribe to my blog. Contact me. Image: Fotolia.

Customer Experience 44

Customer Experience Customer Retention Roadmap Innovation 44

NICE inContact

SEPTEMBER 25, 2019

We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. Not only does a cloud contact center offer scalability and agility, it also facilitates a flexible remote workforce.

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

NICE inContact

OCTOBER 2, 2018

For more than a decade, floor-plan financing provider NextGear Capital has been helping independent automotive dealers—now over 23,000 of them in the U.S., The post NextGear Capital Drives Growth and Improves CSAT 10% appeared first on NICE inContact Blog. Canada, UK and Ireland—with customized inventory finance solutions.

Contact Center 149

Contact Center Automotive Omni-Channel Leadership 149

NICE inContact

MAY 14, 2019

As I slogged along the 101 here in Southern California recently, I realized that my navigation is a lot like the intraday management and reforecasting capabilities available within workforce management platforms. The post Intraday Management — GPS for the Contact Center appeared first on NICE inContact Blog.

Contact Center 136

Contact Center Management Average Handle Time Course 136

NICE inContact

MARCH 15, 2018

With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview ! Join us to learn how to create the most engaged workforce, how to use analytics to maximize business results and how to take your next step in your journey to the cloud.

Interaction 121

Interaction Customer Experience Conference Analytics 121

NobelBiz

APRIL 2, 2024

Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities. Geared towards smaller-scale operations with fewer agents and lower call volumes.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

NICE inContact

SEPTEMBER 20, 2019

Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment. The post Moving to Cloud: A Must for Contact Centers appeared first on NICE inContact Blog. Cloud allows you to activate features with incredible ease.

Contact Center 159

Contact Center Call Recording ROI Report 159

NICE inContact

JANUARY 30, 2018

Integrated Workforce Optimization. This may not be at the forefront of your planning just yet, but will become more prevalent over time. And your agents will appreciate finding their Workforce Management information displayed right in their agent desktop – no need to toggle screens or switch interface.

Contact Center 186

Contact Center System Self Service Omni-Channel 186

CX Accelerator

JULY 1, 2020

Companies with business continuity (BC) plans and with digitally transformed solutions found it easier to adjust. Even for prepared companies, this pandemic definitely battle tested the maturity of those BC plans and their digital maturity. Many of these companies have their entire workforce working from home now. Digital First.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

Blake Morgan

MAY 13, 2023

But in the last few years, as the pandemic and economic uncertainty affected women disproportionately more than men, those challenges have risen to another level, driving many women out of the workforce or away from leadership positions in what experts call a “Mom-cession.” And moms need more support than ever.

Company 105

Company Resources Travel ROI 105

Uniphore

DECEMBER 27, 2021

The IT help desk is becoming an increasingly critical component for the hybrid workforce. In the wake of the global pandemic, many—if not most—companies pivoted to a hybrid or fully remote workforce to combat the spread of the virus. More remote employees need more remote support.

Self Service 211

Self Service User Experience Chatbots Consulting 211

Uniphore

JUNE 16, 2021

51% of executives are considering a remote/hybrid workforce in 2021* 57% Plan to enable a truly digital workforce with end-to-end automation* 57% of call center knowledge base is still accessed manually*. Did you know? What Your Call Center Agents Rant About on Social Media. and the 7 Surprising CX Insights They Reveal.

Contact Center 204

Contact Center Training Call Center How To 204

CSM Magazine

NOVEMBER 23, 2023

In this blog post, we’ll explore the advantages of WAMS over traditional warehouse management systems and delve into the role of technology in modern warehouse management. With advanced data analytics and reporting, managers can monitor the movement of assets, inventory levels, and workforce productivity in real-time.

Return on Investment 52

Return on Investment Transportation System Analytics 52

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 Contact Center Customer Centricity Leadership 207

NICE inContact

AUGUST 1, 2019

The eight initiatives also serve as points of discussion by identifying goals and processes that demand contact center modernization, including: Omnichannel routing Workforce optimization Reporting and analytics Automation Artificial intelligence. The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

Steve DiGioia

JULY 10, 2023

Well, at least that’s the plan. Instead of focusing solely on the potential for them to leave, employers should recognize that investing in training is an investment in the overall strength and resilience of the workforce. appeared first on Steve DiGioia Customer Service Blog. Of course, we do.

Training 130

Training Resources Course Loyalty 130

Calabrio

JUNE 5, 2019

This blog is a little different than our usual WFM posts but we have some exciting news! In the world of customer service today, the need for flexible, humanized people planning maintains its vitality, in fact, it reaches new heights.

Self Service 100

Self Service Contact Center Employee Experience Chatbots 100

Think Customers

MARCH 28, 2022

Here’s how to engage and motivate a gigCX workforce that delivers exceptional results. workforce by 2023. Adjust your perspective on strategies for gig workers to build programs that successfully engage your workforce and promote loyalty in a short-term work culture. adults are current or recent gig workers.

How To 105

How To Policies Tips Contact Center 105

Seaton CX

JUNE 28, 2023

But most people haven’t thought past using it to generate blog articles and improve chatbots. A caregiver calls and discusses a treatment plan with a clinician. Use AI to augment your workforce—creating a more positive work environment that benefits agents, customers, and the company.

Contact Center 87

Contact Center Training Chatbots Technology 87

NICE inContact

JANUARY 7, 2019

It’s the start of a new year, and like many other organizations, you’re probably knee-deep in the process of planning and budgeting to meet the strong business goals you’ve set—or that have been set for you. Plan for 2019 trends. The Forrester Wave Did the Homework appeared first on NICE inContact Blog.

Contact Center 120

Contact Center Omni-Channel Report Trends 120

One Millimeter Mindset

SEPTEMBER 24, 2018

Do you plan to keep your head down, gazing at your organization’s hopscotch client retention strategy? Subscribe to my blog. Create a more engaged and profitable workforce relentlessly focused on customer success and customer retention. Or, worse yet, their businesses will fail to thrive. Contact me.

Strategy 213

Strategy B2C Customer Retention B2B 213

NICE inContact

SEPTEMBER 26, 2019

We’ll share the latest research and recommendations for moving forward with strategic AI initiatives in your contact center, including best practices for piloting AI self-service; modernizing your core platform to take maximum advantage of AI; and planning for a future human and digital virtual workforce.

Meeting 137

Meeting Self Service Contact Center Chatbots 137

CSM Magazine

AUGUST 18, 2021

In the first blog in this series, we introduced the importance of adding simplicity to the contact centre. We revealed how the trend towards flexible workforces can impact agent satisfaction, recruitment and retention as people threaten to quit their jobs rather than return to the office.

Resources 52

Resources Touchpoint Technology Employee Engagement 52

BlueOcean

DECEMBER 20, 2017

They make up more than 30% of the workforce with a cohort that consists of 75 million people. Pro Tip: If you answered yes to the robot question, we have an AI blog you should read.) For your average Millennial, a training plan that leans heavily on classroom lectures can lead to boredom which can lead to a lack of engagement.

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

NICE inContact

AUGUST 1, 2019

The eight initiatives also serve as points of discussion by identifying goals and processes that demand contact center modernization, including: Omnichannel routing Workforce optimization Reporting and analytics Automation Artificial intelligence. The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

NICE inContact

JANUARY 24, 2019

To ensure customers embrace and adopt your self-service options, take time to properly plan and test your IVR flows so you can deliver the optimal customer experience. Plus, you’ll be able to create more accurate forecasts and improve your staffing plans. . appeared first on NICE inContact Blog.

Self Service 152

Self Service Contact Center e-support Omni-Channel 152

Michel Falcon Experience

APRIL 2, 2020

In this blog post, I will share the five steps to follow when it comes time to start rebuilding your team. If your team has downsized because of current market conditions than I would create a communications plan (you don’t need to hire a pro for this). Evaluate each use case and identify your workforce management requirements.

How To 158

How To Groups Airlines Leadership 158

TechSee

JUNE 10, 2021

Sure, they divert your workforce from more strategic tasks. . This blog challenges that status quo. Of course, in-person contact puts employees and customers at risk. Analysts and organizations have been waving the red flag of unnecessary truck rolls for years.

Self Service 207

Self Service Innovation Analytics Transportation 207