Workforce Optimization and Scheduling Tips for the Contact Center

Workforce optimization in the contact center refers to the integrated software, technology and solutions that help with a variety of operations, including strategic planning, agent recruitment and monitoring. Scheduling plays a big role in customer satisfaction, and agent schedules are based on demand forecasting and service level goals. Workforce optimization also takes more into account than just technology.

Ask the following questions to determine if your workforce management software needs to...

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5 Essential Metrics Making Call Centers Successful

The abundance of information we are experiencing in society actually makes it hard to winnow what’s useful and important from what's not. Thanks to call centers. They keep fetching a vast range of data through calls. However, some of that proves helpful in finding out what will improve their service quality for better customer satisfaction.

Five key benchmarks for information processing were identified in a study conducted by a group – ICMI, top-performing contact centers and top industry...

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8 Tips for Enabling Contact Center Agents

The role of the contact center agent may seem straightforward at first: to field customer communication and resolve issues as quickly as possible. For the enabled agent, though, the job is more extensive than that. Additional trust and responsibility means a more substantial role for the agent and better service for the customer.

1. Allow agents to set their own goals, which will make them feel more invested in their job. This doesn’t have to be a replacement for goals set by the contact center,...

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Quality Assurance in the Contact Center

As customers become more educated and informed, it’s becoming increasingly important to monitor and measure quality assurance in relation to the customer experience. Listening to the way the customer is greeted and parted with; finding out how the agent responds to the customer’s needs; and preventing duplicate records are three ways to oversee quality assurance.

1. Greeting the Customer and Closing the Conversation

The way the agent answers a customer call, e-mail, text message or social media...

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Workforce Management Software for Contact Center Productivity

Workforce Management (WFM) software got its start in contact centers and is also used in other service businesses that employ a large number of hourly wage workers. The main goal of WFM is to view business metrics that will help contact centers schedule the right number of agents needed.

WFM software is crucial to the productivity of contact centers. It allows managers to forecast transaction volume and schedule the right number of agents while accounting for breaks, training, vacations and...

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Enabling the Contact Center Agent: Red Lines, Gray Areas and Upholding Brand Standards

Virgin America is an airline on the cutting edge of the industry, offering fleet-wide WiFi before all other airlines and adding touch-screen entertainment to flights. They even mood-light some of their planes. Richard Branson, the Founder of Virgin, is known for empowering his employees to solve problems and create memorable customer experiences.

Allowing agents to have more independence produces a happier team. Increasing your agents’ job satisfaction will, in turn, increase customer...

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ICMI Contact Center Expo and Conference Summary (Part 3)

Beyond the opportunity to get product information from approximately 70 suppliers, professionals at the ICMI Contact Center Expo in Orlando, FL (May 4-7) were able to take advantage of a number of educational and social events in and out of the exhibit hall. The show floor included book signings, Solution Spotlight sessions focusing on the benefits of specific products, an opening night reception, an Awards Party, as well as external site tours of the Disney World Reservations Center, Jet Blue...

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PACE National Convention & Expo Summary

PACE, the Professional Association for Customer Engagement, is a non-profit industry trade organization dedicated to helping companies that take a multi-channel approach in engaging their B-to-B and B-to-C customers. PACE held its annual national convention and expo at the Atlanta  Marriott Marquis from April 19-22, 2015. Delegates from the full spectrum of contact center operations and businesses turned out to gain insight on the latest evolving technologies, and to stay on top of...

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7 Best Practices for Contact Centers

There’s a big difference between an average contact center and a world class one, much of which has to do with First Call Resolution (FCR). The following best practices can help take your call center from great to top notch.

1. Return on Investment (ROI) Awareness

What happens if a problem isn’t solved during the customer’s first contact? Not only can this affect operational savings, but the customer could stop doing business with the company altogether. The cost of not effectively managing FCR is...

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The 6 commandments of an exceptional customer experience

This post was written by Idit Aloni-Halfon, a passionate Customer Experience professional, at NICE Systems. Idit has spent the last decade consulting and leading CX initiatives in large organizations. As she works with industry influencers, her passion is finding new ways to build exceptional Customer and Employee Experiences.

Managing the customer experience across multiple channels is one of the more complex challenges many companies face. But it’s also the path to customer loyalty and...

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SpeechTEK/CRM Evolution/Customer Service Experience Review: Part 4

In this final wrap-up of the New York events, we review new developments from several key solution providers.

CorvisaCloud is within a few weeks of releasing its cloud contact center platform as a standalone solution. It has been part of the CorvisaOne suite, but will now be available as a “true PaaS (platform as a service) which offers an infrastructure and testing framework that will enable companies that use it to write their own code and be done,” according to Matt Lautz, President and CIO of...

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SpeechTek/CRM Evolution/Customer Service Experience Review - Part 1

Improving Customer Service by Looking at it From the Customer’s Perspective

At the heart of the customer experience is the actual customer and everything he or she encounters in trying to find information, complete a transaction or resolve an issue. At the 2014 SpeechTEK, CRM Evolution and Customer Service Experience event, which was held in New York August 18-20, one common theme was the need for organizations to better understand the customer journey from the customer’s point of view. Companies...

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7 Things to Know About Employing Remote Call Center Agents

It’s common for call centers to have at-home, remote agents.  Convenience and lower cost are just two of the benefits to having employees who work from home. What do call centers need to know about employing and managing their agents who aren’t in-house, though? Read on to find out.

1. Hiring remote workers can potentially cut business costs by limiting office space.

2. By allowing agents to work where they’re most comfortable, productivity can go up, according to Forbes. The key to this is hiring...

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SpeechTEK/CRM Evolution/Customer Service Experience Review- Part IV

In this final wrap-up of the New York events, we look at important product upgrades, find out how the latest co-browsing technology is impacting contact center efficiency and customer satisfaction, explore evolving customer preferences in mobile customer service and virtual assistants and delve into the latest progress in knowledge base solutions.

Infor announced its next-generation Infor Epiphany Digital Multi-channel Marketing Solutions 10.0.3.  The business application software supplier is...

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SpeechTEK/CRM Evolution/Customer Service Experience Review - Part III

Are businesses doing all they can to ensure that their technology investment is well spent? How can virtual agents become important contributors to voice-of-the customer feedback? Is visual IVR the future of customer engagement? What speech, language and voice technology solutions are making a difference in the marketplace? Find out answers to these questions as we continue to review companies who were making news at the New York event.

Empirix At a time where companies are making major...

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