workforce 
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.
Uniphore
MAY 20, 2020
Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Every action a business takes is now seen through the lens of the coronavirus pandemic. Call centers have become frontline workers in the wake of COVID-19.
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Playvox
FEBRUARY 27, 2024
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. What is Workforce Engagement? Why Workforce Engagement Matters to Business? It’s easy to see why workforce engagement matters.
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. Workforce Management The yin to QM’s yang is Workforce Management (WFM).
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Workforce Engagement has emerged as a key component of modern businesses. But Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. What is Workforce Engagement Management? How can it positively impact our Contact Center?
InMoment XI
DECEMBER 5, 2019
No Longer Your Dad’s Work Environment Today’s workforce is more diverse than ever. Multiple generations often work together side-by-side. This blog provides insight into the generational differences in workplace values, differences in their engagement levels, and some of the practices that companies are using to improve engagement.
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.
Speaker: Conference Speakers
Acquire the strategies, tactics, and technologies to build and sustain a more resilient organization and maximize your workforce. Learn from the leaders at DWX ’22, Aug 3-4. Forward-looking organizations take the challenges of today and turn them into the competitive advantages of the future.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. What do these metrics have in common? They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center.
Speaker: Vicki Brackett, Author and COO of Sinousia
The most important asset of any call center are the employees. To provide a better customer experience, build brand loyalty and increase your revenue and bottom line, keeping your employees engaged is critical. This can be hard to do. Even when you feel like you have this nailed down, your tactics could become stale.
Speaker: Jim Rembach, President of Call Center Coach
Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. You have to obtain knowledge and learn from multiple sources to be successful.
Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC
According to Gallup data, only 33% of employees reported they are engaged at work. Low engagement can be caused by several factors including lack of recognition by managers, poor company communication and not being aligned with the mission of the company.
Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys
As your contact center becomes more complex with a growing number of communication channels and touchpoints, it’s more important than ever to have the right technology in place to support your workforce. Register now for this webinar to learn the top five things to look for in a workforce optimization solution.
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Workforce Engagement Management. This document will help you and your team narrow the field, with detail on the full impact your proposed CCaaS platforms can make on your operations, plus open-ended probing questions that get you better, more insightful responses than a simple “yes”. This guide covers: Omnichannel & Inbound. Agent Experience.
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