5 Important Workforce Management Software Considerations
What should you consider when evaluating new workforce management (WFM) software? Watch this video to learn five things in WFM that you may not realize make a big difference in managing your [...]
8 Call Center Skills Agents Need to Succeed
Superb contact center agents are unique in many ways. In other roles, desired skillsets often are distinct and distinguishable—you may want someone who’s assertive, not passive. Or collaborative, [...]
7 Call Center Agent Training Nightmares
When it comes to delivering a superior customer experience, superior agent training is key. Without it, companies suffer from disempowered or disengaged agents, an inflated number of call [...]
3 Ways to Prepare Your Contact Center for Seasonal Staffing
If the holiday season is the most financially significant time of year for your company, then it’s also the busiest time for customer interactions in your contact center. Whether customers [...]
How to Use Call Center Games to Improve Agent Performance
Gamification’s ultimate goal might be superior customer experiences resulting in more satisfied and longer-term customers, but the way it does this is through modern agent engagement that [...]
Don’t Rely on Luck. Why You Need to Invest in Workforce Management
Do you believe luck plays a significant part in your own career? What about the role luck plays in driving positive business results for your contact center? A recent simulation by two Italian [...]
Contact Center Forecasting: Tougher than Predicting the Weather?
I sometimes ask myself why I didn’t become a meteorologist. Think about it: in what other role can you be incorrect so frequently and still have a job? It’s not like anyone can blame the [...]
