Playvox

JANUARY 12, 2023

Fortunately, there are workforce management solutions (like Playfox WFM ) that use AI to take historical data and predict future needs with greater precision, calculating the optimal number of agents needed in each channel to provide an outstanding customer experience.

Contact Center 69

Contact Center 2022 Metrics Article 69

CSM Magazine

JUNE 8, 2023

The five-strong planning team will maximise Calabrio’s proven Workforce Management (WFM) capabilities to produce fast and flexible schedules for customer-facing staff and improve longer-term forecasting activities.

Multi-Channel 52

Multi-Channel Contact Center Customer Centricity Leadership 52

Calabrio

AUGUST 10, 2020

s largest and most reputable debt settlement companies, Sharon manages a 14-person WFM team responsible for 1,500 agents across three contact centers who handle more than 300,000 interactions per month. But when she arrived at NDR in early 2019, no official WFM practices or programs existed. And that was a big problem.

Contact Center 97

Contact Center 2019 2020 Financial 97

CSM Magazine

APRIL 15, 2020

Puzzel, a leading European Contact Center as a Service (CCaaS) provider, has announced the acquisition of U-WFM a leading provider of workforce management and optimization software. WFM also strategically expands our product suite, accelerates our expansion in the U.K. Headquartered in Sheffield, U.K.,

Engagement 52

Engagement Contact Center 2019 Customer Base 52

Calabrio

JULY 28, 2020

Rackspace pairs Calabrio WFM with Amazon Connect PBX for modern contact center forecasting and resource planning. But the impressive, measurable benefits from Rackspace’s new WFM strategy speak for themselves: Grew forecasting accuracy rate to 96 percent. Reduced queue backlogs by 41 percent. Reduced latency by 29 percent.

Net Promoter Score 80

Net Promoter Score Contact Center 2019 Measurement 80

Calabrio

APRIL 12, 2021

The WFM team consists of 10 members. AJ was well on his way to developing a cohesive WFM plan for GE Appliances contact centers when COVID-19 hit. Calabrio Customer is a Finalist for SWPP WFM Professional of the Year appeared first on Calabrio. The technology in place includes Calabrio ONE, AWS Connect and Salesforce.

Contact Center 59

Contact Center Call Center Social Media Innovation 59

NICE inContact

JUNE 10, 2019

They might think they are too small to warrant a WFM program, but the reality is that all contact centers can greatly benefit from WFM. Many contact center leaders hear WFM and then think purely forecasting, scheduling, and intraday, but really WFM is so much more.

Contact Center 54

Contact Center Books Management Engagement 54

Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM. WFM to the rescue. Those days are over.

Call Center 52

Call Center Contact Center Management Omnichannel 52

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Regardless of industry, job role, or demographic, a WFM solution can help improve the employee experience.

Management 85

Management Contact Center ROI Net Promoter Score 85

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. Workforce Management The yin to QM’s yang is Workforce Management (WFM).

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

NICE inContact

AUGUST 13, 2019

The best WFM technology and forecasting algorithms in the market won’t help if you’re historical data set is not appropriate, complete, or accurate! The post Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting appeared first on NICE inContact Blog. So feed your forecast well!

Contact Center 54

Contact Center Management Average Handle Time Metrics 54

NICE inContact

AUGUST 13, 2019

The best WFM technology and forecasting algorithms in the market won’t help if you’re historical data set is not appropriate, complete, or accurate! The post Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting appeared first on NICE inContact Blog. So feed your forecast well!

Contact Center 54

Contact Center Management Average Handle Time Metrics 54

NICE inContact

APRIL 1, 2019

Once schedule variations were identified through WFM, the results were immediate and amazing: Agent adherence rose from 67% to 82 percent! The post Athens Services: “How Did We Go for So Long” Without WFM? How did we go for so long without using this tool?” And it’s all working.”. appeared first on NICE inContact Blog.

Contact Center 55

Contact Center Blog Management Customer Experience 55

Playvox

JUNE 7, 2023

Take A Closer Look At Your WFM Efforts The motto for workforce management (WFM) is having the right people in the right place at the right time — along with the right skills. The list can go on and on, but these are just a few of the most frequent questions I have heard the most during my tenure in WFM. Why Do You Need WFM?

Management 52

Management Contact Center Omnichannel Metrics 52

CSM Magazine

JULY 26, 2023

The latest Workforce Management (WFM) solutions are perfect for accelerating the arduous process of offering flexible shifts that suit agents and customers. Thanks to modern WFM technology, it is now possible to apply standard and extended shift preferences for home and office working. Calabrio is a trusted ally to leading brands.

2023 52

2023 2022 Customer Centricity 2020 52

CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market.

Contact Center 52

Contact Center Multi-Channel Management Omnichannel 52

CSM Magazine

JULY 19, 2023

Calabrio’s automated workforce management (WFM) technology has transformed resource planning efficiency at Ascensos, saving the company 375 hours every week—the equivalent of 13 full-time employees—while dramatically boosting staff engagement through self-service. Calabrio WFM has transformed resource planning efficiency at Ascensos.

Multi-Channel 52

Multi-Channel 2013 Social Media Customer Care 52

Playvox

APRIL 6, 2023

The WFM Forecaster A forecaster’s job is to predict upcoming volumes using historical data – such as volume, handle time, and shrinkage. Related Article: Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center? WFM forecaster and WFM scheduler are typical roles in a bigger business.

Management 54

Management Contact Center Average Handle Time Metrics 54

Playvox

FEBRUARY 27, 2024

WEM solutions combine several elements – including quality management (QM) and workforce management (WFM) – that allow contact centers to go beyond decreasing operating costs to elevating and empowering agents with tools to schedule, evaluate, motivate, recognize, and reward your workforce at scale.

Engagement 73

Engagement Contact Center Culture Metrics 73

CSM Magazine

MARCH 1, 2022

Automated cloud WFM solution supports hundreds of agents handling tens of thousands of voice and live chat conversations as Cazoo contact centre doubles in size. . Cazoo’s frontline workforce has over doubled in size since implementing the WFM software.

Management 59

Management Social Media 2018 2020 59

Playvox

FEBRUARY 20, 2024

With five separate WFM schedulers handling schedules for different regions, scheduling for things such as daylight savings changes was difficult since not all regions changed time simultaneously. And, because the schedulers used different processes, it was a challenge to scale to meet the growing demands of their customer base.

Management 88

Management Contact Center Communication Feedback 88

CSM Magazine

APRIL 14, 2021

Calabrio , the customer experience intelligence company, has been selected by Spark , New Zealand’s largest telecommunications and digital services company, to supply a cloud-based workforce management (WFM) solution as part of its Unified Front Line initiative. About Calabrio.

Multi-Channel 52

Multi-Channel Telecommunications Touchpoint Retail 52

COPC

DECEMBER 1, 2022

Evolving Workforce Management (WFM) Strategies Vendor management organizations (VMOs) and their shared services are increasingly taking on WFM roles and functions to effectively manage transaction volumes across their (often multi-vendor) enterprise.

Contact Center 70

Contact Center Metrics Consulting 2022 70

CSM Magazine

OCTOBER 24, 2023

Peckham fostered inclusivity through job training and leveraged Calabrio WFM to track assistance metrics. Jo’s dedication to the rollout of Calabrio WFM across 5 global sites, introduction of self-scheduling, and plans for back-office teams exemplified her role as a true Calabrio champion.

Connections 52

Connections Contact Center 2023 Innovation 52

CSM Magazine

DECEMBER 15, 2020

Workforce Management (WFM) has come to mean so much more in 2020. WFM tools that provide complete resource planning visibility and agility are now even more invaluable. WFM: from survive to thrive in 3 easy steps. Beware of spreadsheets and long live strategic resource planners.

Management 52

Management E-support 2020 ROI 52

CSM Magazine

SEPTEMBER 21, 2022

Expect the unexpected – make the most of powerful “What-If” scenario planning built into modern workforce management (WFM) solutions to model the impact of disruptive forces such as supply chain issues, extreme weather or even absence and sickness caused by potential COVID lockdowns in the future. Here are the essentials: 1.

Consulting 52

Consulting Customer Satisfaction Innovation Customer Expectations 52

CSM Magazine

MAY 5, 2022

I have been in the Workforce Management (WFM) business for over 20 years and during this time, contact centre leaders have again and again told me that one of their biggest challenges is balancing the needs of employees with great customer service. Why not follow their lead? Don’t just take my word for it.

Omnichannel 52

Omnichannel Call Recording Customer Satisfaction Management 52

BlueOcean

MARCH 31, 2022

If your WFM team has run multiple scenarios for potential issues that could impact your ability to meet service level in, say, a pandemic for instance – they are going to be able to run established plays they have in the playbook, rather than start from scratch while the clock is ticking.

Contact Center 296

Contact Center Sports Management Customer Care 296

Calabrio

AUGUST 4, 2020

Frictionless Mobile WFM. The post WFM in the Palm of Your Hand: The Calabrio ONE Mobile App appeared first on Calabrio. With mobile use only increasing, managers and employees should be able to access their schedule information when and how they want from the palm of their hand. With the new Calabrio ONE Mobile app, now you can.

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Events Download Information Communication 119

CSM Magazine

FEBRUARY 17, 2022

Businesses are also challenged with the ongoing management of workforce management (WFM) agents. Organisations are optimising their WFM, moving them back in house, or keeping the operations in limbo while waiting for the COVID situation to stabilise. Trend 2: Empathy and “human” connections will make brands more competitive.

Customer Service 98

Customer Service 2016 2022 Brands 98

CSM Magazine

OCTOBER 10, 2023

Automated Workforce Management (WFM) solutions help to balance efficiency with effectiveness by optimising multi-skill scheduling. Just be sure to update your WFM strategy as you add new channels, agents and technology.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

CSM Magazine

OCTOBER 27, 2020

With last year’s acquisition of Teleopti, Calabrio pledged to bring the two leading workforce management (WFM) offerings together under one unified WFM product. 2020 has, of course, spawned many changes.

Customer Engagement 52

Customer Engagement Engagement 2020 Connections 52

CSM Magazine

OCTOBER 15, 2018

management (WFM). Ways to build effectiveness using WFM. Create your best-performing team – use WFM to create a virtual library of agent talent, knowledge and qualifications to deploy the right-skilled agents to the right place at the right time. Here, he explains how to build highly effective teams using workforce.

Contact Center 56

Contact Center Average Handle Time Travel 2013 56

NICE inContact

AUGUST 12, 2019

In the simplest terms, WFM programs seek to ensure you have the “right” skilled agents in the “right” place at the “right” time, whether that’s achieved via Excel spreadsheets or using sophisticated WFM software. This blog is Part One of a two-part series that aims to demystify these four components.

Contact Center 59

Contact Center Management Call Center 2018 59

UJET

JUNE 3, 2020

WFM and QM solutions can help optimize the support organization. A WFM solution will reveal trends and supervisors can adjust schedules to fit high and low times. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals.

Management 82

Management Call Center Feedback Communication 82

Playvox

JULY 14, 2021

Contact center performance management is led by an operations manager who is dedicated to improving the engagement of their agents. It requires a toolkit of quality monitoring, coaching, gamification, and most importantly, a top-tier workforce management system.

Contact Center 52

Contact Center Management Brands Engagement 52

CSM Magazine

OCTOBER 6, 2021

With the implementation of Calabrio WFM, they now have a method to measure and schedule non-production activities — enabling agents with access to increased training, personal development time and ability to work on special projects, all while ensuring adequate staffing. THE ONE AWARDS WINNERS. The Optimizer – Autodesk.

Net Promoter Score 52

Net Promoter Score Financial Average Handle Time Connections 52