Adapting To A Global Workforce: Managing Remote Teams Effectively

Adapting To A Global Workforce: Managing Remote Teams Effectively

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need…

AI In Quality Management: A Game Changer For Contact Centers

AI In Quality Management: A Game Changer For Contact Centers

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact…

The Role Of Employee Self-Service In Workforce Management

The Role Of Employee Self-Service In Workforce Management

When thinking about workforce management (WFM), often people think of forecasting and scheduling. However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have…

Top Call Center Efficiency Metrics And How To Improve Them

Top Call Center Efficiency Metrics And How To Improve Them

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth.Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while…

Call Center Workforce Management Metrics: How To Measure And Improve Performance

Call Center Workforce Management Metrics: How To Measure And Improve Performance

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Metrics can outline whether the outcome had nothing to do with your preparation…

The Impact Of Remote Work On Workforce Management

The Impact Of Remote Work On Workforce Management

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “quiet quitting” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. The contact centers that offer this flexibility for their workforce realized that their remote workers could have the…

The Top 4 Contact Center Trends To Boost Performance And CX

The Top 4 Contact Center Trends To Boost Performance And CX

Contact center trends can directly impact success. But in an industry — and world — evolving at lightning speed, it’s harder than ever to keep up and to know which ones matter most. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends…

Remote Agent Training In Contact Centers: 5 Key Strategies

Remote Agent Training In Contact Centers: 5 Key Strategies

Let’s confess — we’ve all nodded off during on-demand remote training sessions. The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Here…

Make Every Agent Your Best Agent With WFM — Even Remotely

Make Every Agent Your Best Agent With WFM — Even Remotely

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…

Improve Contact Center Agent Productivity With WFM Software

Improve Contact Center Agent Productivity With WFM Software

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…