Jeff Kennon, Director of Customer Experience for NeoNova, a customer support enterprise servicing some of the world’s leading internet service and telecom providers, says that leveraging a workforce management platform helped delight both customers and agents. He explains how opening new channels has made for a great customer experience.

In this video, the next in our series on Transforming Customer Experiences, Lauren Comer, Sr. Product Marketing Manager, discusses how you can leverage workforce optimization software to hire, train and engage contact center agents more effectively.

In Part One of this two-part series, we explored quality forms, quality plans, and evaluations as basic -but critical – components of an effective quality management program. Using the analogy of quality management being a never-ending roadtrip, we said that creating quality forms and plans was similar to mapping a roadtrip, and that completing evaluations were like actually driving and embarking on the trip.

Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.

Utilizing performance management software can be a major competitive advantage for your call center. Here’s five reasons why.

You can’t move Customer Satisfaction without moving Agent Satisfaction — and the data explains just how direct the link is. According to a Gartner survey, 86% of CX executives believe Employee Experience (EX) is the most important factor in delivering Customer Experience (CX).

As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. Can it be done? What is an agent’s capacity to multitask?