Zendesk

MARCH 7, 2024

What is workforce optimization? Workforce optimization (WFO) is a business strategy that combines workforce management (WFM) and quality assurance (QA) principles to maximize workforce efficiency. Businesses today walk on a tightrope when it comes to customer service and efficiency.

AI 52

AI Customer Satisfaction CX Construction 52

Uniphore

JUNE 22, 2021

Do you listen to your customer service employees? Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience. If you’d like to develop a workforce of knowledgeable problem solvers, listen to your call center agents. You listen to your customers on social media.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Callminer

MARCH 30, 2020

Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Tips to Leverage a Remote Workforce.

Contact Center 207

Contact Center Customer Relationship Management CRM Customer Relationship 207

Zendesk

MARCH 13, 2024

Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market. In this new era of AI-powered CX, AI agents can push beyond traditional bot capabilities to help brands transform service into a competitive advantage.

AI 138

AI CX Business Growth Innovation 138

Zendesk

FEBRUARY 6, 2024

Artificial intelligence has the potential to not only improve the customer experience but also drastically improve the admin and service operations experience. As such, we acquired Tymeshift in June 2023 to give organizations using Zendesk an easier way to manage their teams. Here’s what you can expect from our latest releases.

Artificial Intelligence 59

Artificial Intelligence Finance AI CRM 59

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. ” State of the Workforce In an era where very high customer service expectations collide with labor shortages, contact center leaders need to do more with less.

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

CX Accelerator

NOVEMBER 11, 2022

Project/Program Management. Change Management. More very specific skills are then required to deeply engage the organization's workforce around the common objectives that are linked to that strategy. Good service design is also the difference between an intended experience making a customer’s day or ruining it.

CX 307

CX Customer Journey Map CX Transformation Government 307

Zendesk

JANUARY 10, 2024

What are workforce management metrics? Workforce management metrics are statistics businesses can use to measure, analyze, and optimize their operations. Nearly every successful business engages in workforce management (WFM) to achieve organizational goals.

Net Promoter Score 52

Net Promoter Score Non-Profits Start-ups Customer Satisfaction 52

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. Service volume tends to slacken and swell over the course of each season, causing staffing needs to shift above or beneath your current workforce’s numbers. Economic Challenges.

Artificial Intelligence 287

Artificial Intelligence Innovation Social Media AI 287

Logicalware

DECEMBER 18, 2023

The holiday season is a time of joy and celebration, but for customer service teams, it’s also a time of increased stress and demand. It involves juggling various aspects, including updating your website, managing agents working remotely, and optimising self-service options.

Customer Service 52

Customer Service Customer Experience Omnichannel CX 52

Zendesk

NOVEMBER 16, 2023

What is a workforce planning template? A workforce planning template is a guide that helps a business align its workforce with future goals and objectives. Workforce planning templates set businesses up for success by aligning organizational goals with business needs.

Start-ups 52

Start-ups Customer Service Gaming CX 52

Zendesk

JANUARY 23, 2024

Agent scheduling is the strategic process of organizing work hours for customer service agents. When creating schedules, workforce managers must plan for future call volume, assign agents to the right roles, and factor in breaks and time-off requests. Read on to add this skill to your workforce management (WFM) arsenal.

Outlook 52

Outlook Construction Social Media AI 52

SurveySensum

NOVEMBER 9, 2023

It demands product/service quality, optimized customer journey, and most importantly, excellent customer service. If you want to elevate CX in 2024, you need to build a customer-centric culture and properly manage your employees. In other words, you need proper workforce management. The customer is happy.

CX 52

CX Customer Experience AI Artificial Intelligence 52

Fonolo

FEBRUARY 17, 2022

So, because agents are the lifeblood of the call center, it is vital that their managers do everything possible to promote their professional success and wellness, and nurture a positive work environment. Your All-in-One Guide to Call Center Workforce Optimization. What is call center workforce management? .

Contact Center 87

Contact Center Social Media Start-ups Technology 87

Zendesk

NOVEMBER 2, 2023

What is workforce management? Workforce management (WFM) is a set of processes and technologies a business can use to manage employees and resources, optimize productivity, and ensure the organization complies with laws and regulations. Why is workforce management important?

AI 52

AI Technology Technology Start-ups 52

Fonolo

MARCH 29, 2022

Employee training, consistent management, the right call center software – the list goes on, but one thing stands apart from the rest: call center workforce management. Why workforce management? Understanding Workforce Management in the Call Center. Why is Call Center Workforce Management Important?

Contact Center 81

Contact Center Customer Satisfaction Business Growth Customer Loyalty 81

Uniphore

DECEMBER 27, 2021

The IT help desk is becoming an increasingly critical component for the hybrid workforce. In the wake of the global pandemic, many—if not most—companies pivoted to a hybrid or fully remote workforce to combat the spread of the virus. How do you predict call volume and manage capacity on a continuous basis?

Manufacturing 211

Manufacturing AI Engineering Technology 211

DMG Consulting

NOVEMBER 7, 2023

It also spotlights how workforce engagement management (WEM) components of contact center as a service (CCaaS) platforms provide essential solutions to meet escalating customer demands and engage and retain today’s workforce. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

Contact Center 59

Contact Center Artificial Intelligence Machine Learning AI 59

DMG Consulting

SEPTEMBER 14, 2021

Workforce Management Software Improves Employee Engagement. One of the consequences of this period of employee empowerment and company upheaval is the need for tools to help organizations manage an increasingly complex workforce of humans and bots. This is where workforce management (WFM) software comes in.

Contact Center 98

Contact Center Real Estate Hospitality Hospitality 98

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. The same report suggests a 60% increase in customer service agents working from home. However, hybrid work comes with an added layer of complexity as the workforce is both remote and on-site. Role of contact center software in managing a ‘hybrid workforce’.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Zendesk

DECEMBER 16, 2020

Running a business means managing all of the moving parts—and that includes agent scheduling. the flip side, organizations that use workforce management strategies often see reduced employee churn, improved customer satisfaction, and reduced operational costs. What is call center workforce management (WFM)?

Contact Center 98

Contact Center Omnichannel Customer Satisfaction Customer Service 98

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications.

Artificial Intelligence 62

Artificial Intelligence Contact Center Outlook AI 62

DMG Consulting

APRIL 8, 2024

Real-Time Adaptive Intraday Management Saves the Day April 2024 Workforce management (WFM) solutions are changing for the better. Old vs. New Intraday Management This is where real-time adaptive intraday management comes in. See Figure X.

Contact Center 62

Contact Center Artificial Intelligence Engineering Innovation 62

DMG Consulting

FEBRUARY 19, 2024

To make matters worse, the majority-male tech-oriented contact centers generally pay more than other customer service and sales environments.) Contact center managers felt strongly that working onsite was necessary to keep agent productivity and quality high. Contact center agents care where they work.

Contact Center 48

Contact Center Sales Customer Service 48

CallCare

JANUARY 31, 2024

The underlying cause of these staff shortages are multifaceted as budget constraints, burnout, and increasing demands for these services all contribute to the scarcity of healthcare professionals. These are long term plans which require proper planning and adequate funding.

Healthcare 59

Healthcare 59

Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. One vital aspect of call center efficiency is call center workforce management (WFM).

Contact Center 75

Contact Center Actionable Insights Customer Loyalty Customer Service 75

Hodusoft

AUGUST 4, 2021

A Guide to Hybrid Workforce Technology for the Future of Work. Organizations will need to come up with technology to support a hybrid workforce and effectively manage differences in a complex environment. . This would cause a 60% increase in customer service agents working from home. . McKinsey Survey Hybrid Workforce.

Technology 98

Technology Technology Contact Center CRM 98

DMG Consulting

APRIL 19, 2023

The Report examines the business, market, and technology trends and challenges confronting enterprise leaders in light of increasingly complex operating environments, rising customer and workforce expectations, and a turbulent economy. It also presents customer satisfaction survey results that rate the vendors and their products.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

Zendesk

JULY 7, 2023

announced its completed acquisition of Tymeshift, an AI-powered modern workforce management (WFM) solution. Built exclusively for Zendesk customers, Tymeshift simplifies the management of complex customer experience (CX) workloads. To learn more about Tymeshift and the benefits of workforce management, visit Tymeshift.com.

AI 52

AI E-commerce CX Customer Service 52

DMG Consulting

JANUARY 17, 2023

DMG Consulting Releases 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market R eport. Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services. When: Today, 17 January 2023.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. But this is just the start of many innovations being introduced into the WFM market.

AI 48

AI Contact Center ML Artificial Intelligence 48

Beyond Philosophy

MAY 15, 2023

times be highly effective when giving customers a path to self-service 2.9 By optimizing digital-first engagement, fostering workforce engagement, and improving experience management in the face of adversity, these organizations can create a competitive edge and pave the way for long-term success.

Customer Experience 78

Customer Experience Innovation CX Customer Satisfaction 78

Qmatic

DECEMBER 14, 2022

Depending on the size of your facility, the number of services offered, daily patient volume, and the size of your workforce, getting a handle on how to best manage all the moving parts can be exhausting. The challenges of running an outpatient clinic are numerous, variable, and often relentless.

84

84

DMG Consulting

JANUARY 3, 2024

Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations. Conduct a pilot with time, cost, and resource limits to manage risk.

Contact Center 48

Contact Center Artificial Intelligence AI Social Media 48

Logicalware

JULY 6, 2022

Thanks to cloud contact centre solutions – like Puzzel – customer service teams can now take calls, manage interactions, and collaborate with their colleagues from anywhere. Managers can work from any location too, with cloud access to all the tools they need to monitor calls, track performance, and make service changes in real-time.

Real Estate 52

Real Estate Omnichannel Customer Service 52

Execs In The Know

APRIL 7, 2024

Workforce management (WFM) provides several benefits to agents, including improved focus, additional resources, and valuable assistance. By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52