Transforming customer experiences

The NICE inContact Blog

Read more blogs by JaNae Forshee

14 blogs
Time for Change

Spring Forward Your Workforce Management Strategies

This past week at the Society of Workforce Planning Professionals (SWPP) Annual Conference in Nashville, TN, I spoke on the topic of Workforce Management (WFM). Many companies consistently struggle with having or supporting a WFM strategy, but it’s time for change. WFM is more than just forecasting and scheduling. It’s about ensuring that the right people, with...
Superhero

Take Your Workforce Management from Zero to Hero

With 60% - 70% of contact center costs associated with labor, companies consistently struggle with having or supporting an effective Workforce Management (WFM) strategy. Workforce Management is the foundation block for ensuring your contact center is efficient. WFM is more than just forecasting and scheduling. It’s about ensuring that the right people, with the right skills, in...
call center attrition retention

Three Ways to Improve Employee Retention and Turnover

Attrition is a challenge that most contact centers struggle to overcome. Take comfort in knowing that you are not alone. According to Chron.com, the average turnover rate for full-time call center employees in 2012 was 26% and 33% for part-time employees. With those numbers, it’s not surprising that retaining employees is a top priority. What leads to...
Loyalty

The Royalty in Customer Loyalty

“Thank you for being a loyal customer.” This is a phrase I've heard many times over the last few months. It makes me think about the companies in my personal portfolio and how I interact with those companies. Do they really appreciate my loyalty? Am I really a loyal customer? How much money have I spent for...
shutterstock_30917338

Educations Free Webinar Series: Workforce Management Basics

Over the past few months, our Education Complimentary Webinars have been a great success! As 2012 comes to a close, some of you may be preparing for seasonal workload when call volumes change constantly. The odds of success in trying to guess how many seats you'll need to keep customers happy and still keep costs down are...