Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. While there are many benefits of remote teams, managing remote teams effectively comes with its own set of challenges. And, it’s forced companies to get creative in their management practices to figure out how to best manage remote teams.

Management 88

Management Gamification Contact Center Policies 88

BlueOcean

JULY 27, 2022

We know a little bit about the trappings and pitfalls of our new work-at-home world, having moved over 90 percent of Blue Ocean’s workforce into a remote environment in response to COVID-19 conditions. Questions abound: What does remote work mean for long-term network management?

Contact Center 156

Contact Center Tips Culture Data 156

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 106

Contact Center Self Service Omni-Channel CRM 106

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. List address & number of employees for each location) What percent of your workforce is remote/work-at-home? For remote training?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction.

Case Study 143

Case Study Leadership Customer Satisfaction Meeting 143

Calabrio

FEBRUARY 26, 2021

Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognized that new strategies were needed to their customers’ needs at the forefront. Winning Products to Enable Customer Success. Continued Momentum into 2021.

Analytics 130

Analytics Innovation Contact Center Analysis 130

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. Ensuring that employees can be a part of managing their schedule has big benefits.

Self Service 85

Self Service Management Contact Center ROI 85

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Hold queues and smart call routing play a pivotal role.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Calabrio

JULY 28, 2020

As companies are adjusting to the new way of working in 2020, the Society of Workforce Planning Professionals has recognized three Calabrio customers as finalists for their Workforce Management Professional of the Year Award. Sharon Jones is Head of Workforce Planning for National Debt Relief, one of the U.S.’s

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

ShepHyken

JANUARY 22, 2024

As AI becomes increasingly integrated into the workforce, the creation of new job roles specifically meant to complement AI’s capabilities increases. How can companies effectively measure and manage processes to improve customer service experience?

Customer Service 80

Customer Service Measurement Industry Customers 80

Customer Interactions

JULY 7, 2015

To wrap up our series on the five P’s of WFM we will turn our focus to product. Workforce management products are the solutions, systems, tools and technology used to automate the WFM function and to balance your contact center’s two primary objectives of customer service and operational efficiency.

Management 28

Management System Tools Technology 28

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 Culture Engagement 89

NICE inContact

AUGUST 5, 2019

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. You’ll take away actionable insights you can apply in your contact center.

Tips 137

Tips Brands Contact Center Analytics 137

NICE inContact

AUGUST 5, 2019

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. You’ll take away actionable insights you can apply in your contact center.

Tips 136

Tips Brands Contact Center Analytics 136

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Our success is fueled by our customers’ success. “Our

Management 59

Management Contact Center Analytics Customer Centricity 59

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently. But it goes beyond enabling automation.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

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 Contact Center Chatbots Analytics 59

SurveySensum

NOVEMBER 9, 2023

It demands product/service quality, optimized customer journey, and most importantly, excellent customer service. These are the people who create the product, organize the process, and deliver the experience to the users. In other words, you need proper workforce management. That’s why workforce management matters.

Management 52

Management Customer Experience Feedback Employee Experience 52

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). But getting to this nirvana is no picnic.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

Calabrio

SEPTEMBER 9, 2020

Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had. When all your employees go virtual overnight, how do you keep your finger on the pulse of productivity? This is the new frontier of the workplace and with it, new challenges.

Contact Center 241

Contact Center Customer Satisfaction Video Technology 241

TechSee

AUGUST 14, 2023

Follow on LinkedIn Bob Thompson, Founder and CEO at CustomerThink Bob is the CEO of CustomerThink, a research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com , the world’s largest community dedicated to customer-centric business.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

West Monroe

APRIL 17, 2024

Industry leaders recently ranked “building a stronger and more resilient workforce” among the top three investment priorities for 2024. Nearly three-quarters of manufacturers surveyed cited workforce as a key area for investment this year and one of the three leading factors that will contribute to expansion.

Leadership 59

Leadership Culture Competitive Advantage Study 59

Calabrio

OCTOBER 20, 2020

Being a cloud-first company in a modern workforce management system allows us to quickly adjust our own transition and adjust our product functionality to further meet the needs of our customers. With the expansion of our workforce, we will continue to receive top-level support from our employees.

Company 207

Company Self Service Government Contact Center 207

Calabrio

MAY 28, 2019

The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM). Forecasting and scheduling manager at a $1-3 billion company. Today, our customers have made us feel like one-in-a-million. out of 5 as of May 23, 2019 for WEM.

Engagement 199

Engagement Management Call Center Industry 199

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery. But by shifting how you manage your team, these issues can be easily resolved.

Tips 117

Tips Customer Service Company Knowledge Base 117

Playvox

JUNE 21, 2022

The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers at the best of times. Workforce management (WFM) continues to be one of the most important contact center productivity tools. What is Workforce Management Software?

Contact Center 74

Contact Center Software Self Service Average Handle Time 74

TechSee

SEPTEMBER 7, 2021

Warranty management. Managing the end-to-end lifecycle of consumer product warranties – from product registration through warranty claim – is a costly endeavor. However, it enables brands to connect directly with consumers and engage with them throughout their product ownership. safety recalls . safety recalls .

Self Service 191

Self Service Training Sales Consumers 191

Calabrio

APRIL 28, 2021

On the surface, Calabrio and our customers were planning for a continued shift to a hybrid workforce, more agent autonomy and flexibility in scheduling. For the past five years, Gartner has named Calabrio a Visionary in its Magic Quadrant for Workforce Engagement Management. There’s something to be said for planning ahead.

Meeting 130

Meeting Engagement Management Contact Center 130

CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. 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.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

CSM Magazine

APRIL 12, 2023

True-cloud, workforce-performance leader combines WEM suite with Genesys Cloud CX to give customers a more flexible, feature-rich solution. Enterprise-grade workforce management capabilities, including smarter, faster scheduling to manage service complexities, at scale.

Self Service 52

Self Service Contact Center Return on Investment Analytics 52

Playvox

JANUARY 12, 2023

And while you might view being back together in an office as an employee productivity booster, Gartner research has shown that assumption isn’t true — remote workers trust their organization more and are more productive than those who have never worked in traditional offices. Important KPIs To Track For Remote Agents.

Contact Center 69

Contact Center Metrics Study eBook 69

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. . 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.

ROI 86

ROI Software Management Contact Center 86

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. Workforce engagement as part of the QM equation.

Self Service 78

Self Service Management Contact Center Effort Score 78

Playvox

MAY 24, 2023

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management metrics provide crucial insight into how well you are planning your workforce.

Call Center 52

Call Center Metrics Measurement Contact Center 52

Playvox

AUGUST 15, 2022

Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. While most contact centers have successfully transitioned to some form of remote workforce since COVID shutdowns, the return to fully on-site work—and its effect on agents—is unclear.

Contact Center 77

Contact Center Training Gamification eBook 77

CSM Magazine

JUNE 22, 2023

Calabrio , the workforce performance company, is proud to announce it has been awarded Workforce Innovation of the Year at the 2023 Customer Contact Week (CCW) Excellence Awards. Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike.

Innovation 52

Innovation Customer Centricity Analytics Customers 52