Throughout July, our readers have been deep-diving into WFM solutions with Brendan’s 3-part Vendor Roundtable. Part 1 covers key trends and issues, including an examination of chatbots and quality, with his panel of experts. In part 2, they look at hybrid/remote working, blended agents, and agent availability. Finally, in part 3, they discuss staffing issue impacts, new methods and technologies, and business continuity, along with recommendations from the panel.
On our top 5 list again this month is Tiffany’s Pipeline Puzzle! This month she offers a word search: WFM Works in Back Office, Too!
Sharon rounds out our top 5 with her insights on a long-standing issue in our centers that is only getting worse: attrition. In her article, she details attrition costs and calculations, why agents are leaving, and what you can do about it.
VENDOR ROUNDTABLE: How Contact Centers Can Have Available Quality Agents – Part 1
Having the right numbers of skilled quality agents to provide an excellent business-building-and-supporting high quality customer experience (CX) when they are needed has always been the fundamental challenge facing contact centers.
VENDOR ROUNDTABLE: How Contact Centers Can Have Available Quality Agents – Part 2
Workforce management (WFM) solutions are the prime go-to tools for contact center managers to assure agent availability and provide an excellent customer experience (CX).
VENDOR ROUNDTABLE: How Contact Centers Can Have Available Quality Agents – Part 3
Contact centers are facing significant challenges, but also opportunities in 2024 and going forward, all of which are based on having the people they need to engage with customers, facilitated by workforce management (WFM) systems.
June Pipeline Puzzle: WFM Works in Back Office, Too!
Can you solve June’s Pipeline Puzzle: WFM Works in Back Office, Too!, brought to you by Tiffany LaReau and Human Numbers.
The Retention Connection
Call centers are vital in today’s business landscape, serving as the frontline for customer interactions and support. Yet, despite considerable investment in employee engagement programs over the last 5-10 years, contact center agent attrition remains a significant challenge.
