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High Agent Turnover

High Turnover: Are Your Core Agents Suffering?

When agents leave there is a tangible and measurable cost to replace them. What cannot be measured easily is the effect of turnover on...
Mobile Self Service

Empower Customers with Mobile Self-Service

Many customers prefer to forgo the human interaction and opt to self-serve through a company’s website or IVR system. The rapidly growing popularity of...

Frontline Appreciation

Today is National Employee Appreciation Day. It's a day to show your staff how much you appreciate the value that they contribute to your...
SWPP-Conference-Day3

SWPP: Workforce Manager Salary Poll Results

Final notes from the 2015 SWPP Annual Conference, Day 3: During my three days in Nashville, I conducted an in-person poll to find out the...
SWPP-Conference-Day3

SWPP: 2015 WFM Pro of the Year Winner & Finalists Share Tips & Nightmares

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: I was fortunate enough to grab some time with the winner and...
SWPP-Conference-Day3

SWPP: Ask The Workforce Wizard

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: Workforce Wizard Tip: AUX reason codes are a great substitute for paper...
SWPP-Conference-Day3

SWPP: WFM Quick Tips & Brain Food

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: From the "60 Ideas in 60 minutes" session: Penny Reynolds was transcribing...
SWPP-Conference-Day3

SWPP: Day 3 Updates: Chat Trend & Blanket Update

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: Benchmarking: Chat makes up 8% of all customer interactions these days, and...
SWPP-Conference-Day3

SWPP: Kicking Off Day 3 with Games and Takeaways

News and notes from the 2015 SWPP Annual Conference, Day 3: Started off the day by having a fun breakfast discussion with my call center...
SWPP-Conference-Day2

SWPP: A Few Final Notes from Day 2

More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: I went to "How Interval Shrinkage Improves Forecasting" by Annie Love and...
SWPP-Conference-Day2

SWPP: WFM Professional of the Year & More Conference Notes

More news and notes from the 2015 SWPP Annual Conference, Day 2: SWPP Announces 2015 Workforce Management Professional of the Year The 2015 Workforce Management Professional...
SWPP-Conference-Day2

SWPP: More News and Notes from Day 2

More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: WFM Certification news! SWPP has extended the deadlines and now you have...
SWPP-Conference-Day2

SWPP Day 2 News and Notes

More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: A scheduler's headache: If you don't give employees the break they want,...
SWPP-Conference-Day1

SWPP Day 1 Review: WFM, Moonshine and Juggling

First of all, I just have to say, the Omni hotel is amazing. What better way to wrap up a fantastic day than with...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in February

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...
Listen for change

Manage Change by Listening

Have you ever heard the saying, “There’s a reason we have two ears and one mouth”? I work with many companies looking to decrease attrition,...
Contact Center Training Survey Announcement

Who Receives Training in Your Contact Center?

More organizations are focusing on employee learning and development as a critical component for building employee engagement and a successful culture. What does this...
New hire retention

A Tool to Drive New-Hire Engagement and Retention

Given the importance of the supervisor-employee relationship, what steps can companies take to ensure that frontline managers support new-hires through this critical period and...
A Day in the Contact Center with Tim Heidemann

A Day in the Contact Center with TIM HEIDEMANN

When it comes to running a contact center, it would be hard to find someone with more know-how than TIM HEIDEMANN. With a long...
Valuing the Frontline Role

Valuing the Frontline Role

Generally speaking, many contact centers do an excellent job of discovering and rewarding great performance. Whether through reports, monitored calls or customer satisfaction surveys,...
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