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CUSTOMER NEWS

Process Improvements in the Contact Center Require Embracing Innovation

By: Tracey E. Schelmetic    7/31/2014

Most organizations seem to know instinctively that innovation is the lifeblood of a successful business. Various studies have found that as many as 90…

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Worldwide Utilities Mobile Field Force Management Software, 2014 Vendor Assessment: Latest from IDC

By: Meenakshi Shankar    7/29/2014

IDC Energy Insights, the research wing of International Data Corporation (IDC), a global provider of market intelligence, advisory services, and event…

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Monet's Ciarlo Offers Advice on How to Recognize the True Cloud

By: Paula Bernier    7/22/2014

That's frustrating to both Monet, which Ciarlo says has dedicated a lot of time, effort, and expense to provide a true cloud solution, and to organiza…

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The Importance of Scheduling Employee Collaboration in the Contact Center

By: Tracey E. Schelmetic    7/21/2014

Breaks are critical not only to take the pressure off employees, but also to allow them to communicate with coworkers, sharing knowledge and experienc…

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Checking the Health of Your Workforce Management System

By: Mae Kowalke    7/15/2014

Workforce management solutions are used to track and influence all activities of productive employees. This type of system focuses on optimizing every…

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Consider Deemphasizing Average Handle Time in Favor of First-Call Resolution

By: Tracey E. Schelmetic    7/15/2014

While nearly all contact centers chase some kind of metrics - average handle time (AHT) being the most popular - as customers have become more demandi…

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Employee Satisfaction Improvements Lead to Double Customer Satisfaction Improvements

By: Tracey E. Schelmetic    7/9/2014

There is a trend in workplaces today that most Americans can relate to. Companies, faced with shrinking profit margins, are continuing a push on their…

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Skills Gap in Dubai Leads to New Tips for Recruiters in Workforce Management

By: Steve Anderson    7/8/2014

The more the business can cement the philosophy that "we're all in this together," so to speak, the more likely that said business will find the peopl…

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Making the Most of Mobile Workforce Management

By: Special Guest    7/2/2014

More and more in today's work environment, employees do not need to stay at their desk to be effective at their job. The ability for individuals to wo…

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The Cloud Eliminates the Burdens of Performance Management and Leaves Only the Benefits

By: Tracey E. Schelmetic    7/1/2014

The cloud has revolutionized most contact center processes today, from telephony to workforce management to analytics. But there is no area that has b…

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Why Workforce Management Should Focus on Agent Satisfaction

By: Susan J. Campbell    7/1/2014

Do you have happy agents? In the contact center industry, there is often much focus placed on the satisfaction of the customer base while the agent di…

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Companies Can Boost Employee Engagement by Offering Flexible Working Environments

By: Tracey E. Schelmetic    6/26/2014

Do you hate work? If you're an American, you're in good company with most of your fellow compatriots.

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Natural Insight Selected by InStore Group

By: Rahul Arora    6/24/2014

Natural Insight, a provider of cloud-based workforce management software, recently announced that its solution has been selected by The InStore Group,…

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Contact Center Workforce Management Goes Mobile

By: Tracey E. Schelmetic    6/24/2014

Bring Your Own Device (BYOD) is a strong component of today's workforce. Employees are using their own smartphones and tablets to engage in work activ…

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Is It Time for a Contact Center Workforce Management Health Check?

By: Tracey E. Schelmetic    6/16/2014

There is a strong disconnect between how well companies think they are servicing customers and how well they actually are. Many companies are often st…

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Cloud-based Workforce Management Eliminates the Upgrade Headaches of Premises-Based Solutions

By: Tracey E. Schelmetic    6/16/2014

Using a cloud-based solution, contact centers can completely sidestep these expensive upgrades. The nature of the cloud-based solutions means that upd…

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Better Workforce Management with Improved Scheduling

By: CustomerZone360 Staff    6/12/2014

Contact centers have another problem that exacerbates this: extremely high turnover. While the average annual turnover for a contact center is about 3…

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Building a Stronger Contact Center with Robust Performance Management

By: Tracey E. Schelmetic    6/10/2014

Most contact centers engage in some kind of performance management system. Often, it comes in the form of using the center's call recording solution t…

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Customer Experience: Contact Center Vital Stop in Customer Journey as Voice of Your Brand

By: Steve Brubaker    6/5/2014

The final paragraph in the article talks about the importance of employee engagement for customer experience professionals. I couldn't agree more. A h…

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Strategies to Optimize Workforce Management

By: Susan J. Campbell    6/3/2014

Managing the workforce is one of those must-have activities in the call center that can either make or break your success. That may mean you simply la…

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Strategies to Optimize Workforce Management

By: Susan J. Campbell    6/3/2014

Managing the workforce is one of those must-have activities in the call center that can either make or break your success. That may mean you simply la…

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How Workforce Management Can Improve Employee Motivation

By: Tracey E. Schelmetic    6/3/2014

Workforce management can do a lot of things for a company. It can ensure that realistic schedules are created and adhered to, ensuring that the contac…

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Workforce Management A Big Problem for Government

By: Steve Anderson    5/30/2014

The government isn't exactly the first place that's considered when looking for models of efficiency, and even when it looks to do the right thing, th…

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SaaShr Gives Resellers New Tools to Take On SMB Market

By: Steve Anderson    5/30/2014

There's a projected hours mechanism that allows for easier tracking of labor costs and projected overtime, if needed, as well as integration with comp…

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Effective Workforce Management and Scheduling Boosts Service Levels and Suppresses Costs

By: Tracey E. Schelmetic    5/21/2014

Call centers are facing something of a conundrum today. Customers have higher standards and less patience when it comes to waiting for service or wait…

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A Job Well Done: American Workers Not so Impressed with Gamification and Thanks

By: Steve Anderson    5/19/2014

One of the great things about changes in technology is that the sheer number of possibilities that are opened up when they are put to use. But as is t…

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Watch Out for False Cloud Claims

By: Tracey E. Schelmetic    5/13/2014

One way to spot a pretender is to examine the way the company is demanding you pay for the solution, says Ciarlo. A company buying a real cloud-based …

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Customers Value 'Easy' Over Nearly All Other Contact Center Considerations

By: Tracey E. Schelmetic    5/13/2014

How do you make customers happy? It's a question that merchants, retailers and sales teams have been asking since time immemorial, and everybody seems…

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The Four Skills That are Absolutely Essential to Workplace Success

By: Special Guest    5/12/2014

Today, many employees and job seekers are struggling to attain the skills they need to keep continuously relevant and productive in an ever-changing w…

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Feedback from Customers Can Improve Workforce Management

By: CustomerZone360 Staff    5/8/2014

Consider your call center a student and the customers are your teachers. They are carefully watching your performance, and giving them the opportunity…

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Companies Must Engage with 'Fans' and Capitalize on Those Relationships

By: Tracey E. Schelmetic    5/6/2014

"The Customers is King." "The Customer is Always Right." We see slogans like this emblazoned on the walls of consumer facing companies, in their sales…

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Remembering the 'Optimization' Part of Workforce Optimization

By: Tracey E. Schelmetic    5/1/2014

When we use the term "workforce optimization," we don't always stop to analyze why the word "optimization" is there. The point of workforce optimizati…

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Can Proper Workforce Management Improve Stress Levels?

By: Susan J. Campbell    4/29/2014

Stress in the workplace - it's common for 83 percent of American workers. While it isn't something exclusive to the contact center environment, it is …

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Keeping Call Center Employees Happy is the Key to Customer Service Excellence

By: Tracey E. Schelmetic    4/23/2014

It's conventional wisdom that happy contact center employees offer the best customer service. Those who approach their job cheerfully, glad they can b…

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Monet WFO Live Excels in Performance, Named 2014 Product of the Year

By: Susan J. Campbell    4/22/2014

Developing a product that meets the needs of the target market is a great first step to a company's success. What really sets it apart from the compet…

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Three Crucial Takeaways from the Target Data Breach

By: Steve Brubaker    4/16/2014

Target's follies, however, cast a spotlight on broader business lessons that can be learned, serving as a reminder of the extreme importance of excell…

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To Improve Processes and Make Customers Happy, Try Quality Monitoring in Your Workforce Management Strategy

By: Susan J. Campbell    4/15/2014

How do you know that each and every one of your customers is enjoying a quality experience when engaging with your brand? You likely have specific con…

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Centralized Administration of Workforce Optimization Helps Unify the Contact Center Function

By: Tracey E. Schelmetic    4/15/2014

The contact center of any organization has a lot of potential. It can help improve customer relationships, win over new customers, please and retain e…

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More Businesses Should Think Redeployment and Not Layoffs

By: Mae Kowalke    4/14/2014

Employees no longer perform the same job their entire career, let alone stay with the same company all of their working lives. The business of busines…

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Understanding Agents' Feelings is a Critical Part of Workforce Management

By: Tracey E. Schelmetic    4/9/2014

The job of a contact center manager can feel a bit like juggling. Managers are in charge of ensuring that key performance indicators (KPIs) and servic…

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SaaShr Introduces New Referral Program for Benefits Industry

By: Jyothi Shanbhag    4/4/2014

SaaShr, a provider of software as a service (SaaS)-based workforce management platform, has started a new referral program for companies that sell gro…

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Call Recording and Quality Management Can Help You Replicate Top Agent Behaviors

By: Tracey E. Schelmetic    4/3/2014

Is your contact center made up of the very best agents? In your dreams, perhaps. While every call center has a couple of ringers managers wish they co…

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Inefficient Contact Center Scheduling Could Be Costing Small Centers $50,000 Each Year

By: Tracey E. Schelmetic    4/3/2014

As with most industries, in the contact center, labor is the number one cost. It's estimated that between 60 and 80 percent of ongoing call center exp…

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Taking the 'Big Brother' Fears Out of Workforce Management Solutions

By: Tracey E. Schelmetic    3/27/2014

In companies that haven't been using a workforce management solution, scheduling is often accomplished via spreadsheets and a mix of proprietary "tric…

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"Closing the Loop" In Call Center Training Requires Regular Monitoring and Follow-up

By: Tracey E. Schelmetic    3/27/2014

There are many forms training can take. It can be any combination of classroom-based training, day-long seminars, training by professional third parti…

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The Cloud Makes Workforce Management Easier

By: Mae Kowalke    3/20/2014

This ease of use inherent in cloud design also should be a factor when evaluating software solutions. When the choice is between an on-premise solutio…

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What Do Your Key Performance Indicators Say About Your Call Center?

By: Michelle Amodio    3/20/2014

Excellent customer service, employee satisfaction, enthusiasm and office organization are all desirable characteristics of a company. To achieve the a…

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Effective Quality Monitoring Starts with a Definition

By: Tracey E. Schelmetic    3/18/2014

Most contact centers today engage in some kind of quality monitoring. If you ask them what this consists of, however, you're likely to get a broad ran…

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theCOMMSapp Launches theEMPLOYEEapp to Engage Workforces

By: Michael Guta    3/17/2014

Bring your own device (BYOD) initiatives, which are now being adopted by organizations, allow employees to communicate more effectively by making ever…

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Working to Win: How Gamification Can Improve Performance at Work

By: Steve Anderson    3/13/2014

Every company has within it, some jobs that most would rather not do. Often, the lowest-paid, highest-turnover positions are found here. Things like c…

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