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

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

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

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

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

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

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

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

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.

Contact Center 59

Contact Center Artificial Intelligence Machine Learning AI 59

DMG Consulting

APRIL 8, 2024

Real-Time Adaptive Intraday Management Saves the Day April 2024 Workforce management (WFM) solutions are changing for the better. WFM solutions are good at finding trends in historical interaction data to generate projections. New Intraday Management This is where real-time adaptive intraday management comes in.

Contact Center 62

Contact Center Artificial Intelligence Engineering Innovation 62

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

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

MattsenKumar

MAY 7, 2024

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service CRM 52

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

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

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. And in today’s market, there’s no shortage of solutions to choose from. But how do you know which solutions are best for your operation? Automation can help you provide basic support without involving a human.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Hodusoft

MAY 10, 2024

The COVID-19 pandemic propelled virtual call centers and contact centers from being supplemental solutions to essential infrastructure. Now, they’re the cornerstone of customer service and support, enabling seamless communication and collaboration with the help of call and contact center software , regardless of physical location.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

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. These solutions were identified by 37.5

AI 48

AI Contact Center ML Artificial Intelligence 48

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

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

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

DMG Consulting

SEPTEMBER 7, 2023

Workforce Management for the 21st Century: Helping Deliver a Great CX View this article on the publisher’s website. Workforce management (WFM) solutions are essential in good times and even more indispensable when the economy is challenged and budgets are tight.

CX 48

CX Contact Center Real Estate AI 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. Zendesk, Inc.

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. AI-enabled solutions to meet CX and EX expectations and demands. What: Releases 2022-2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

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

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

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

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. It’s a confusing time, and the risks are significant as these solutions are new, can be expensive, and may take longer than expected to implement.

Contact Center 48

Contact Center Artificial Intelligence AI Social Media 48

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. Both groups aim to deliver a new and more effective generation of WFM solutions.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 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

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

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 Start-ups Social Media Technology 87

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

DMG Consulting

JANUARY 10, 2022

While it’s understandable that agents need to adhere to an agreed-upon set of working hours for a contact center to meet its service level (response time) commitments to customers, demanding overly high occupancy rates (the percentage of time that agents are required to be available to handle interactions) is not a good practice.

Contact Center 77

Contact Center Artificial Intelligence Innovation Technology 77

MattsenKumar

OCTOBER 12, 2023

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

Uniphore

JUNE 9, 2021

Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Break out of the traditional model with a “joined-up” service that utilizes resources and information from across the entire company.

Contact Center 246

Contact Center Education AI Start-ups 246

Intercom

MARCH 7, 2024

Here are some of the key takeaways from the conversation: Support tech stacks are fragmented and outdated: Historically – through no fault of busy support teams – the customer service industry has been slow to innovate. The possibilities are endless.

AI 59

AI Customer Service Engineering Voice of the Customer 59