millennials

Managing Gen-Z and Millennials in the Contact Center

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Millennials – born between 1980 and 1995 –  have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z. Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. […]

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workforce management

Workforce Management Basics in Today’s Contact Center: Part 2

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In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management You figured out the forecast and created a schedule to cover it, so […]

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empower agents

Gain Efficiency and Empower Agents with Cloud

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NICE inContact CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone provides unified administration that simplifies contact center management. It offers integrated tools to drive and empower agents, elevating performance and enabling contact center managers to quickly respond to meet or exceed their service […]

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workforce optimization

Gain Workforce Optimization Tips from Top Brands

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Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. 45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing […]

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unified cloud platform

Omega World Travel Finds Innovative Solutions with Unified Cloud Platform

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With $1.5 billion in annual sales, Omega World Travel is one of the largest travel management companies in the U.S.  Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets.  Together they support three different channels—voice (inbound and outbound), email and chat (both inbound) […]

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retain your top call center agents

Five Tactics to Retain Your Top Call Center Agents

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Recruiting excellent agents can be a challenging task. It can even be more difficult keeping them around once hired. According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention […]

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gamification

3 Gamification Types to Use in Your Contact Center

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How boring would life be if there were only one flavor of ice cream?! Baskin-Robbins loved variety so much they created 31 flavors, and then Ben & Jerry had to do them one better with 50+ flavors! So why subject your contact center to just one flavor of gamification? Studies show gamification positively impacts employee […]

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cloud

Going Mobile: Building a Remote Workforce

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It can be daunting to create and scale a team of remote contact center agents. Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go. Stream our […]

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With CXone, Fossil Group Unifies Contact Centers, Raises Performance

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Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business, including 250 call center agents who support over 10 languages. Three third-party call centers […]

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