Workforce Management Featured Articles
If your workforce management leaves a lot to be desired, chances are good you're using an older platform that may not be reflecting today's contact ce…
2/15/2019
At its core, workforce management is about forecasting. It's about predicting the volume of customer contacts (calls, emails, etc.), using those predi…
2/14/2019
Workforce management is for huge companies…right? In small contact centers or support centers, the hairy eyeball of the supervisor should be enough to…
2/7/2019
Establishing communications links between software tools, as well as humans, can help prevent dangerous "team silos" from gaining a foothold in your o…
2/4/2019
Teach your sales and marketing departments to work together, and you'll have more success.
1/31/2019
Most of us love emojis. Those little digital icons that convey love, happiness, anger, sadness, encouragement or revulsion have become integral to our…
1/22/2019
The Workforce Institute at Kronos in its 2019 predictions notes that artificial intelligence and machine learning are among the key trends impacting w…
1/9/2019
Contact centers are becoming more sophisticated in their ability to analyze and act on customer behavior. Speech analytics and workforce optimization …
1/8/2019
Advanced WFM software can create great new efficiencies that lower costs, free people from repetitive work, allow them to focus on more important thin…
1/4/2019
AI is changing how work is done in customer service and contact centers. For example, AI can streamline and improve scheduling in such environments.
12/26/2018
This piece discusses the important role of coaching in professional and organizational growth and success.
12/17/2018
A strategy and a bit of planning can help organizations better manage holiday scheduling and staffing.
12/7/2018
Increased customer service demands at this time of year call for better forecasting, more flexible schedules, and the creation of action plans trigger…
11/29/2018
Organizations should do their best to vet, train, and generally support employees. And when employees fall short of expectations, businesses should co…
11/28/2018
Customer experience is a key driver of loyalty, and lots of things - including employee engagement - contribute to building positive CX.
11/27/2018
Shyft Technologies announced a successful round of funding for it workforce management app. The series A funding totaled $6.5 million led by Madrona V…
11/21/2018
After decades in the shadows, contact centers are emerging as strategic assets and occasionally, market differentiating capabilities.
11/21/2018
Monet Software announced a new release, an integrated solution with Zendesk. The integrated offering introduces the Zendesk portfolio, and an elevated…
11/12/2018
How AI, automation, WFM deliver in the contact center.
11/5/2018
One of the great things about technology today is that it can allow even a small business to operate like a large one. And that holds true of modern w…
10/31/2018
Enterprise Information Management provider, OpenText unveiled the availability of OpenText Qfiniti for Amazon Connect. The self-service, cloud-powered…
10/31/2018
Workforce management makes life easier for help desk and service desk managers, and can provide measurable improvements for these environments and the…
10/23/2018
How to hire, prepare, and continue to improve agent performance and contact center outcomes.
10/18/2018
Workforce management software can allow contact center managers to schedule agents to do a greater variety of tasks. That can serve to keep things mor…
10/17/2018
WFM software available through the cloud makes it fast and easy for remote workers to tap into the contact center resources they need to get the job d…
10/12/2018
Bill Lumbergh showed us what not to do. Here are a few tips on what good managers actually do.
10/4/2018
So what are workforce optimization, workforce management, and analytics? And what are the benefits of such solutions?
10/2/2018
Nest Labs Inc. has alighted on UJET Inc.'s customer service software.
9/28/2018
WFM messaging is an ideal way to get the word out about campaign efforts, company updates, and training logistics. Contact center managers can use mes…
9/20/2018
There are a few other things businesses should look for in their WFO solutions. Here's a quick rundown of some of them.
9/11/2018
Interruption in the workplace is having a major negative impact on productivity. That's according to new research by Kronos Inc.'s The Workforce Insti…
9/10/2018
In the contact center, each interaction serves as an opportunity. Business can build a reputation for exceptional customer service, or conversely beco…
9/7/2018
There are things that people who oversee contact centers can do to ensure their workers spend more time helping customers and less time sitting idle.
9/7/2018
[24]7.ai has imbued its virtual agent AIVA with emotional intelligence. That means the solution can now detect, acknowledge, and respond to user emoti…
8/28/2018
Monet Software today announced an integrated offering with Amazon Connect, the online giant's cloud-based contact center service.
8/27/2018
Artificial intelligence is not perfect. But it's pretty darned good. Just consider the AI assistant Duplex that Google demonstrated in May.
8/23/2018
Workforce management (WFM) software is crucial to creating an environment for success in your call center. Applied appropriately and the results will …
8/17/2018
Most businesses rely on surveys to gauge the opinions and needs of their customers, and many are finding a decline in survey response rates and low re…
8/15/2018
Randstad US unveiled the results of the quarterly Randstad Workmonitor Q2 2018 report, highlighting that 9 in 10 workers prefer a multigenerational wo…
8/8/2018
Speech analytics can make call recording more useful and quality management more impactful.
8/6/2018
It's no secret that industrial industries are being impacted by the aging workforce. In fact, Gartner recently reported this trend as one of the top c…
7/30/2018
Monitoring is key in the contact center. Recording conversations, analyzing and digging into the data to develop best practice for agents is vital to …
7/12/2018
The struggle with call abandonment is not a new occurrence for call centers. People lose patience, and within minutes of sitting on hold enjoying a lo…
7/5/2018
Words matter. So businesses and individuals need to consider their word choices and sentiment when interacting with customers and prospects. They shou…
7/3/2018
Sometimes it's the least sexy applications that drive the most value, and in the world of Industrial IoT, Zebra Technologies has announced an innovati…
6/28/2018
New Israel Ministry of Communications requirements deem communications companies can't keep callers waiting for customer service longer than six minut…
6/20/2018
AI is ideal for helping with simple things like password resets. That can quickly add up to significant cost savings, it says, and work as proof point…
6/19/2018
Monet Software has released a new version of its workforce optimization suite.
6/12/2018
Poor hiring decisions have been known to wreak havoc on businesses, inflicting costs in finances and weakening the community's sense of overall trust …
6/5/2018
To get the best out of the best people, contact centers need to arm agents with the technology they to succeed in their jobs. Solutions like workforce…
6/4/2018
To get the most of our remote employees and contractors, organizations should have a strategy and the right tools in place.
6/1/2018
This story is about the importance of anticipating needs, caring and addressing complaints in a timely manner, listening, and valuing people over proc…
5/23/2018
Call center agents are instructed to always answer the phone with a smile, but beyond first impressions the language used over the course of a custome…
5/21/2018
Kronos Incorporated will collaborate with Microsoft, via the Workforce Dimensions Technology Partner Program, on new solutions for easing workforce ma…
5/16/2018
Teleopti is employing AI that learns from customer data. This machine learning uses dynamic decision trees to allow for the creation and setting of sh…
5/16/2018
Speech analytics can add lots of value and significant return from the customer service department of a contact center. Here, are five key things to e…
5/11/2018
Every time an employee makes an exit, you need to spend more time and money recruiting, hiring, onboarding, and getting new people up to speed. And wh…
5/10/2018
For call center, contact center, and other customer service operations, AI, the cloud, omnichannel communications, and workforce management are key en…
5/4/2018
Workforce management systems make the life of the call center manager far easier, and can add up to happier agents and more satisfied customers.
5/3/2018
Systems that can analyze data from a variety of angles - and even visualize that data - can go a long way in helping organizations better understand w…
4/30/2018
Striving to improve by setting goals, making plans, learning, changing based on that new knowledge, and continually striving to get better and stronge…
4/26/2018
Ring has tapped Aspect Software to provide it with a workforce management solution. Aspect Via will be the exclusive WFM solution for customer service…
4/25/2018
A large part of building loyalty involves customer service. Countless surveys have pointed to how quickly loyalty erodes following a poor customer ser…
4/21/2018
MyEyeDr, a national optometry services provider, has chosen Vonage to provide cloud-based solutions for its 6,000 employees.
4/20/2018
Workforce management software tracks employee time and attendance. But this simple definition of WFM may be deceiving, as WFM solutions do so much mor…
4/10/2018
Call centers spend a lot of time and money on the rotating flux of new hires. Stress overloads and low salaries contribute to high attrition. Last yea…
4/10/2018
In a world that is consistently evolving, management is always looking for tools to enhance business and employee productivity. Customer service is ke…
4/5/2018
The hiring process is an important one, especially in the contact center. Some people simply are not a good fit for the environment, or the role for t…
4/4/2018
Groupthink is a dirty word. It suggests that decision by committee tends to encourage conformity, and discourage creativity and individual accountabil…
3/27/2018
Positive scripting is the act of creating a scripts and messages around the needs and wants of customers to keep them satisfied; to sell without sound…
3/26/2018
Businesses are always working to get more value out of their investments. And the biggest investment for call centers and contact centers are people. …
3/20/2018
An infographic from Monet Software illustrates the convenience, cost savings, and customer service benefits of cloud-based workforce management.
3/19/2018
The annual attrition rate in the contact center is 29 percent every year with the average agent lasting just over three years. Losing employees is cos…
3/15/2018
Working as a call center agent isn't easy. It can get repetitive, callers can be cranky, and sitting at a terminal all day can get uncomfortable. But,…
3/14/2018
Anybody who's ever dealt with a crabby teenager knows the value of choosing their words carefully. This same advice is handy when attending to an unha…
3/8/2018
Check out Monet Software's new white paper. It explores the differences between cloud, premises-based, and hosted models as they relate to contact cen…
3/7/2018
Sometimes it's hard to remember to keep contract, part-time, and remote workers in the loop. But, organizations that do so will find their efforts wel…
2/27/2018
Workforce management has many cost-saving and productivity benefits. And WFM solutions that leverage technologies like AI, BI, and CTI can do even mor…
2/27/2018
According to the 2018 SHRM/Globoforce Employee Recognition Report, the top workforce challenge is actually employee retention.
2/23/2018
Cloud-based call recording and workforce management solutions are helping to transform contact centers. Such solutions enable these organizations to m…
2/20/2018
The words automation, collaboration, and digital and unified communications are used a lot in tech and telecom these days. But, what they're really al…
2/14/2018
Management must ensure its employees are bringing up surveys as an option and not an obligation.
2/13/2018
If you are considering working as an agent in a call center, there are a few job requirements that every potential candidate needs to consider before …
2/9/2018
Twenty percent of contact centers still use spreadsheets for forecasting and scheduling. That's a very inexact and manually-intensive way to handle th…
2/7/2018
Removing customer friction should be a core goal for businesses in today's day and age. Monet Software's Chuck Ciarlo says workforce optimization solu…
2/2/2018
The benefit of callback solutions is that callers don't have to remain on hold and call centers can offload some of their traffic during peak times. B…
1/29/2018
One thing contact centers will probably want to avoid, however, is simply scoring agents and sharing those scores with that. That's the kind of thing …
1/26/2018
Companies that implement speech analytics can benefit from more sales, happier customers, better first call resolution rates, and more effective agent…
1/26/2018
IBM says AI-powered chat bots and conversational agents can answer up to 80 percent of contact center inquiries. That frees up human agents to address…
1/18/2018
Hiring remotely-located contact center agents has a lot of benefits. But organizations that do so will want to have workforce management solutions in …
1/12/2018
Organizations that are shopping for new contact center offerings should be sure to consider their reporting requirements and whether the solutions the…
1/12/2018
Monet Software explains how AI, CTI, and WFM can transform call centers from cost centers to profit centers. AI has an array of applications in the ca…
1/3/2018
In contact centers, agent training and workforce management are important in getting agents to answer calls quickly, reduce hold times, answer questio…
1/3/2018
Since deploying UJET's customer support platform, SpotHero has seen some dramatic improvements in both costs and service quality for employees and con…
12/22/2017
The contact center is expected to perform like a well oiled machine, serving customers in a rapid and satisfying manner. While this is the expectation…
12/21/2017
Virtual Hold Technology's cloud-based callback solution is coming to the Europe, Middle East, and Africa region. VHT has extended its partnership with…
12/15/2017
Businesses seeking to improve their call center operations may find it instructive to look at others in this arena (or other customer experience leade…
12/14/2017
The best contact center agents are those who can build empathetic relationships with consumers, whether it is over the phone or online. Training for b…
12/6/2017
To position contact centers for the greatest success, it's important for businesses to set and communicate both long- and short-term goals.
12/6/2017
Voice communications interactions can make or break a call center encounter. But, how people feel coming away from a call center experience is a resul…
12/4/2017
