How WFM Tools Create Success for Omnichannel Contact Centers

How WFM Tools Create Success for Omnichannel Contact Centers

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies, this change is here to stay. While presenting a tremendous opportunity for business growth, this trend also creates  challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences…

Improve Contact Center Productivity with WFM Software

Improve Contact Center Productivity with WFM Software

The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers at the best of times. During a recession, it could be the difference between survival and failure.  Workforce management (WFM) continues to be one of the most important contact center productivity tools. By optimizing the use…

How Support Tagging Boosts Product-Support Collaboration

How Support Tagging Boosts Product-Support Collaboration

Every single support leader has either just finished a significant tagging overhaul or is slowly coming to realize that they need to do one. Tags can be the bane of many support teams’ existences — especially if they do the process manually. That said, tags can also be one of the most significant sources of…

5 WFM Scheduling Tips To Make The Most Of Your Agents

5 WFM Scheduling Tips To Make The Most Of Your Agents

WFM scheduling can easily be thought of as something you do to benefit your customer experience, but it’s so much more than that. Effective scheduling is also a way to accommodate your customers and your agents. And, you can reduce turnover just by being more considerate of your agents’ needs. What Is WFM Scheduling? WFM…

Five Coaching Tips For Contact Center Agents that Work

Five Coaching Tips For Contact Center Agents that Work

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive. Agent…

5 Proven Strategies To Help Remote Contact Center Agents Feel Valued

5 Proven Strategies To Help Remote Contact Center Agents Feel Valued

Donuts in the breakroom, water cooler talk, lunch chats with teammates—they’re the little things that make going back to work on a Monday more bearable. For your remote agents, however, it’s often all work with little reward.   In addition to feeling the mental and emotional weight of consumer-facing jobs, remote contact center agents are experiencing…

Big Changes Need Big Data 

Big Changes Need Big Data 

On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq). Just over six months later, on January 18, 2022, SoFi was granted a national bank charter. This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance…

5 Ways Contact Center Capacity Planning Needs to Change in 2022

5 Ways Contact Center Capacity Planning Needs to Change in 2022

If the last 24 months have taught us anything, it’s that long-term capacity planning is in dire need of an overhaul. Our world is dynamic. Business is dynamic. And hiring is dynamic.  In the dynamic world of customer support and service, capacity planning, or the process of long-term forecasting and planning for staffing needs, can’t…

3 Key Topics Discussed at the Channel Partners Conference

3 Key Topics Discussed at the Channel Partners Conference

Last week was the Channel Partners Conference and Expo (CPC) in Las Vegas and the 25th anniversary of this event did not disappoint. In fact, the bright lights and neon that are the hallmarks of Las Vegas were an appropriate backdrop for this year’s conference. The mood among exhibitors and attendees could only be described…