Spreadsheets are to Workforce Management as Dial-Up is to the Internet

Spreadsheets are to Workforce Management as Dial-Up is to the Internet

Spreadsheets are a useful way to get your contact center organized and off the ground but can quickly become a bottleneck to growth and efficient communication. Your resource planning and quality teams can become bogged down with duplicate sheets, unnecessarily manual processes, and even end up being over-staffed in your contact center. COVID-19 and the…

Playvox Workforce Engagement Management Now Available for Dialpad

Playvox Workforce Engagement Management Now Available for Dialpad

As in-person interactions with customers have largely been suspended during the pandemic, customer experience centers have evolved from simply offering reactive support to providing proactive customer engagement. More than just a cost center, modern customer experience organizations are now responsible for support, as well as customer acquisition, retention, cross-selling, and upselling. In a digital-first world,…

A High-Performing Contact Center Starts with the Right WFM Tools

A High-Performing Contact Center Starts with the Right WFM Tools

Contact center performance management is led by an operations manager who is dedicated to improving the engagement of their agents. It requires a toolkit of quality monitoring, coaching, gamification, and most importantly, a top-tier workforce management system. With the right workforce management tools, you will be equipped to boost your contact center’s success — and…

WFM from A to Z: Must-Know Contact Center Terms

WFM from A to Z: Must-Know Contact Center Terms

The contact center industry is full of specialized terminology, with many contact centers having a jargon all their own. It’s a challenge to keep track of every individual term and its definitions, so we put together a comprehensive glossary of the most frequently used and difficult-to-define words that contact center professionals rely on to make…

6 Signs It’s Time to Replace Spreadsheet Schedules with a Workforce Management Tool

6 Signs It’s Time to Replace Spreadsheet Schedules with a Workforce Management Tool

Let’s face it. Spreadsheets were made to manage numbers, not to manage people. For scheduling and managing the complexities of a high-demand agent workforce, spreadsheets do not cut it. In fact, they can be a detriment to the effective operations of your contact center.

Your Quick Guide to Selecting the Right Workforce Management Software

Your Quick Guide to Selecting the Right Workforce Management Software

Contact Centers are measured along several dimensions. At the company level, KPIs such as customer satisfaction, Net Promoter Score, and upselling or cross-selling are typical. At the operational level, metrics such as average time in queue, cost per call, and first call resolution rate are often front and center. And at the agent level, handle…