Performance Management Cross-Generational Success

Performance Management Tips for Cross-Generational Success

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What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center! The generational diversity in today’s contact center is incredible. Varying levels of expertise, coupled with different perspectives on organizational and customer problems, is invaluable to the contact center. But this […]

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cloud contact center

Start Your Contact Center Move to the Cloud with Workforce Optimization

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There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. In a recent market report, a key finding states “Cloud contact centers have become a necessary step for companies to adopt a systematic approach that enhances performance, channels support and engagement, reporting and analytics […]

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Reviewing call recordings to train call contact center employee and for compliance.

Top 4 Reasons Why Call Recording is Critical to Contact Center Success

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Call recording software is a foundational component of contact center operations but often under valued and taken for granted. It’s a bit like the plumbing in your house. The pipes are laid when your house is built, and it’s always running in the background and powering appliances like your dishwasher, washing machine, etc., but you’re […]

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voice of the customer

Voice of the Customer – More Than Just a Survey

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Contact center managers often tell us, “My contact center needs a customer survey tool so I can know what my customers are saying.”  And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.” However, the reality is […]

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workforce management

Workforce Management Basics in Today’s Contact Center: Part 2

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In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management You figured out the forecast and created a schedule to cover it, so […]

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contact center benchmarks

Contact Center Benchmarks Provide Continuous Improvements

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How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks, that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar […]

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workforce management

Workforce Management Basics in Today’s Contact Center: Part 1

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For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Workforce management can be overwhelming and confusing for those thrown into the Workforce Management trenches for the first time. In the […]

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workforce optimization

Gain Workforce Optimization Tips from Top Brands

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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. 45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing […]

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