For many successful contact centers, software alone isn't the answer...
Since its introduction over 40 years ago, contact center Workforce Management (WFM) software has become a mission critical application for call centers of "meaningful" size and complexity. The compelling justification for accurate forecasting and scheduling has always been the fact that as much as 70% of a center's operational cost is personnel. The WFM category has evolved into a broader set of solutions called "workforce optimization." However, forecasting, scheduling and day-to-day management of the frontline workforce is still arguably the single most important component of what is now seen as a necessary suite or portfolio of technology applications - all considered essential to "optimizing" personnel resources. In spite of how prolific the technology solutions have become, a high percentage of users of the these systems report dissatisfaction with their system, their vendor, and their outcomes. The nature of the WFM or WFO task is inherently complex in most operations and while technology and software will always advance to address these issues, software alone will never fully meet expanding expectations of the call center operations leader. An understanding of the timeless underlying principles and concepts along with the latest innovative software features and delivery offerings hold the best promise of fulfilling the goals of truly "optimizing" the call center workforce.
Injixo is a series sponsor for CCNG's Optimize events 2012. For more information on the CCNG Optimize events, webcasts and speaker content, please see - OptimizingCustomerContact.com.
RecordedMay 23 201230 mins
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CCNG partner Aggregage talks with Kristina Evey, Customer Experience Strategy Lead at Spectrum Health, about how the preference for self-service as a customer continues to grow. It's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?
Dave Hoekstra-WFM Evangelist, Calabrio; Doug Zimmerman-QM & Analytics Consultant; and Robin Butterfield-Analytics Consultant
The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged.
As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care.
The topics discussed during this webinar replay include:
*Do I need to score more calls when my agents are working from home? *How can I make conversations personal over video?
*How can I make coaching as effective when not in person?
*Are there tools that can help me keep track of things more efficiently?
Listen to this live replay of a recently recorded webinar as Root consultants Gary Magenta and Rashel Rogers guide a discussion around your crisis communication plan, now in full effect. You hit “send” on your company wide email outlining new restrictions and protocols, but a question remains ... Who will bring this new reality to life? Your managers.
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands.
During this recently recorded conversation, Roger Lee, VP of Customer Success at Gridspace, shared practical tips for how software can solve these problems in less than 60 days, e.g.,
*Automating internet and audio quality checks for remote agents
*Streamlining agent evaluations with real-time dashboards
*Authenticating customers and agents with voice biometrics
*Monitoring calls for trends and KPIs in real time
*Providing data-driven coaching in live calls
For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service. This webinar will help you draft a technology plan to alleviate these pressures and set up your contact center for success for years to come.
Melissa Cairns, Ascender; and Vanessa Porter, All of You Consulting
Join HR industry leaders Melissa Cairns, Sr. Human Capital Consultant at Ascender, and Vanessa Porter, Managing Director of All of You Consulting, as they share insights on employee engagement for your remote workforce.
CCNG partner Aggregage talks with Government Customer Experience Professionals (GovCXP) Management Consultant, Rosetta Carrington Lue, about the intersection of workforce engagement and customer experience.
Wade Foster, Michael Pryor, Natalie Nagele, Kiernan Flanagan, Sarah Park
Working remotely becomes second nature when you do it all the time. But if you need to suddenly transition to remote work, you won't necessarily have effective systems in place.
If you have time to formulate a plan, there are books on how to make this transition, but what should you do if you're thrust into remote work abruptly?
Wade Foster, Co-Founder and CEO at Zapier, Michael Pryor, Co-Founder at Trello, Natalie Nagele, Co-Founder at Wildbit, Kiernan Flanagan, VP Marketing at Hubspot, and Sarah Park, President at MeetEdgar share their insights in this informative webinar.
Contact center and customer care industry leaders Donna Fluss - DMG Consulting, Brian Gillman, and Tom Furr from Vonage discuss perspectives on how contact centers deal with the challenges in a post-COVID world.
Marriann Cole, Operational Excellence Officer, The Northridge Group
CCNG member The Northridge Group, Marriann Cole, Operational Excellence Officer, explains how to launch your business into the digitally transformed age by compiling tools and expertise that will allow you to look at data more comprehensively and commit to decision-making based on those analytics.
Digital Transformation: A Fundamental Shift for How a Business Thinks About Its People, Processes, and Technology.
CCNG member topics for contact center& customer care professionals
CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners.
Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience.
This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.