Salesforce Service Cloud and Playvox Workforce Management Collaboration Gives CX Leaders Best of Breed Salesforce WFM

Salesforce Service Cloud and Playvox Workforce Management Collaboration Gives CX Leaders Best of Breed Salesforce WFM

Customer experience leaders are more challenged than ever. They are under constant pressure to reduce operational overhead costs, lower recruiting, onboarding and training costs – all while exceeding customer demands and delivering exceptional customer service.  When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation. They also look…

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…

Best Contact Center Software for Remote Workers

Best Contact Center Software for Remote Workers

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance.  Those concerns might be why almost half of the contact center leaders in our 2022 remote work research study told us that they’re bringing…

Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center?

Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center?

Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today.  Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room. For convenience, I’ll use the term “contact…

How to Control Call Avoidance and Interaction Avoidance

How to Control Call Avoidance and Interaction Avoidance

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…

How To Identify And Address Call Avoidance

How To Identify And Address Call Avoidance

When it comes to call avoidance (or, more accurately these days, interaction avoidance), you usually know it when you see it. Unless you don’t.  It’s easier than you think to misjudge an agent in an interaction, so I’ve assembled examples of interaction avoidance along with actions you should take when it occurs. We’ll also look…

WFM ROI: Why You Need Workforce Management Software Now

WFM ROI: Why You Need Workforce Management Software Now

“Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor, a book published in 1748. For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence.  Working efficiently becomes even more important when costs are rising, agents…

4 Smart Reasons to Offer Remote Work in Your Contact Center

4 Smart Reasons to Offer Remote Work in Your Contact Center

Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to…

How One Person Can Impact Your Workforce Management Plan

How One Person Can Impact Your Workforce Management Plan

“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…

The Human Side of Workforce Management 

The Human Side of Workforce Management 

During my time as a workforce management (WFM) professional, I have implemented WFM systems into several departments within multiple companies. These implementations were either with a department or company that did not have a previous WFM system or they had one but were not using it to its potential. In some instances, the workforce management…