With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. If they don’t get it, they’re likely to move on, costing your business money in the long run. A…
Agent performance optimization isn’t a new challenge for CX leaders. Post-pandemic, distributed workforces operating in remote and hybrid environments, though, have made getting the most out of your teams a lot more complicated—and important. Add uncertain economic conditions to the mix, and the need for maximum employee output is acute. The most successful contact centers strike…
During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Call avoidance, now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. It can take time and…
Any good product manager will tell you that a big part of their job is forming a deep understanding of customer needs. User idea suggestion portals are a helpful tool in doing that, but they might not be the best (or only) one for the job. What Are Idea Portals And How Do They Work?…
Playvox Announces AutoQA Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less. This need persists, even though we can easily point to research that shows: And the Forbes data cited above includes even more…
“The best-laid plans of mice and men often go awry.” – Robert Burns As a contact center leader, you’ve done the work to create a stellar workforce management plan. You have all the “rights” in place – the right people, the right channels, at the right time with the right forecast, and the right schedule…
Try a quick web search, and you’ll find pages of content answering the question, “What is WFM?” But while many of the articles (and graphics and videos) provide some answers, they’re usually packed with industry jargon unfamiliar to most people. So, rather than help, all that information often leads to further confusion and misconceptions about…
During the pandemic, customers turned to digital communications in droves for service and support. Contact centers quickly needed to pivot to add or enhance additional support channels such as chat, text, and email. Omnichannel support is now the de facto standard for many organizations, and this shift will continue to grow throughout 2023 and into…
The requirement to provide a better customer experience while improving agent productivity and controlling costs is paramount in contact centers in 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 agent productivity tools. By optimizing…
We all can quickly recall examples of when we’ve received gold-star service — and at the opposite end of the spectrum — when service has been disappointing. For example, think of how an amazing restaurant experience combines well-prepared, tasty food with promptness, friendliness, and food-oriented knowledge. Then think of an example when you’ve been stuck…
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