Playvox

AUGUST 9, 2022

There are so many articles that ask and address “What is WFM? Many people can explain it, but it is usually in some Workforce Management (WFM) lingo which non-WFM people have a difficult time understanding. Not only is WFM easy to understand, you may already be using it and not realize that it does indeed have a name.

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Contact Center Retail Article Events 52

Playvox

JUNE 13, 2022

WFM scheduling can easily be thought of as something you do to benefit your customer experience, but it’s so much more than that. What Is WFM Scheduling? WFM scheduling in the contact center is the act of planning your team’s day, week, or month, either to the shift start and end times or at the intra-day level. Vary Their Day.

Contact Center 52

Contact Center Omnichannel Call Center Article 52

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.

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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.

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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.

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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.

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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.

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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.

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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!

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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

Playvox

MARCH 21, 2024

As you look at Workforce Management (WFM) solutions, make sure to choose one that can easily account for things like: Omnichannel scheduling : Many WFM systems in the market were built for a phone-based call center, rather than an omnichannel contact center where agents interact with customers via email, chat, voice, SMS, and social media.

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Contact Center Multi-Channel Social Media Customer Service Representative 90

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.

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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?

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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.

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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.

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Contact Center Multi-Channel Management Omnichannel 52

Playvox

JUNE 6, 2023

As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

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Contact Center Return on Investment ROI Financial 66

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

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. The Teleopti Customer Center and Partner Center will be accessible through the Calabrio website, as well as via customers’ WFM product, as before. Stay connected, stay social.

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Brands White Paper Social Media Webinar 88

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 23, 2022

Calabrio, the customer experience intelligence company providing cloud-first workforce optimisation solutions, announced today that Standard Bank, one of Africa’s largest banks, has selected Calabrio Workforce Management (WFM) to support 4,000 contact centre agents in South Africa.

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Banking 2021 Financial Omnichannel 59

Playvox

MAY 25, 2023

Workforce management (WFM) is a process that maximizes performance levels and competency for an organization. WFM involves effectively forecasting labor requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day and hour-to-hour basis. It also helps track employees’ daily performance.

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Omnichannel Contact Center Multi-Channel Call Center 55

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

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. The Teleopti Customer Center and Partner Center will be accessible through the Calabrio website, as well as via customers’ WFM product, as before. Stay connected, stay social.

White Paper 76

White Paper Social Media Webinar 2020 76

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.

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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

Playvox

SEPTEMBER 6, 2022

Contact centers that are struggling with—or just want to finetune—how they manage remote contact center agents, Workforce Management (WFM) and Quality Management solutions can help. Gartner strongly recommends using WFM tools for agent engagement. When these solutions are cloud-based, they can simplify and change on demand.

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Contact Center Connections Engagement 2024 86

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

Playvox

MAY 24, 2023

Related Article: Why We Use AI in Playvox WFM (and How It Improves Contact Center Metrics) The Most Common Call Center Workforce Management Metrics So, what metrics should you look at? Workforce management solutions like Playvox WFM let you take a much more detailed approach to analyzing a customer support center.

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Call Center Metrics Measurement Contact Center 52

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.

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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.

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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.

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Omnichannel Call Recording Customer Satisfaction Management 52