Holiday hiring has begun. This story talks about recent customer service hiring and staffing trends and what's happening this time around.

Workforce management solutions can automatically analyze the broad range of data needed to create precise forecasts, use that information to create sc…

Music can act as a form of escapism. That can be useful if a person is at the dentist, experiencing turbulence while flying, or even awaiting help in …

Music can act as a form of escapism. That can be useful if a person is at the dentist, experiencing turbulence while flying, or even awaiting help in …

Agent assessment forms provide contact centers with an opportunity to reiterate and reinforce overarching organization goals and desirable attributes.…

To discover what other factors are most responsible for agents not showing up for scheduled shifts, contact centers can implement Voice of the Employe…

Allowing agents to work from home broadens the pool of candidates. It can allow for greater scheduling flexibility on both ends. And it can decrease c…

Workforce management (WFM) software is crucial to creating an environment for success in your call center. Applied appropriately and the results will …

When call centers don't have adequate resources in place, customer service can suffer, and businesses can miss their target goals and lose clients and…

Call center managers may want to offer their best performing agents the most desirable shifts, or at least some flexibility in which shifts they work.…

More flexible call center scheduling can result in positive returns.

While the contact center wrestles with meeting modern customer expectations and compliance requirements, there is a brave new world ahead. Offering a …

Workforce management can help improve call center service levels.

Natural language processing and simple software development tools - that are low-code or no-code solutions - are helping organizations become customer…

Workforce management software can help contact centers strike the right balance between delivering the desired customer experiences and managing costs…

A 2017 study by Bentley University indicates workers across all generations value flexibility. So businesses can use scheduling flexibility as an empl…

WFO helps call centers calculate service levels.

How do you measure your success in creating those schedules? This piece explains how.

Some companies reward their top performers with trips to Disneyland or Hawaii. Others hand out giant bonuses. Recognizing and rewarding employees is a…

"The more you put into forecasting, the more you'll get out of it," says Monet Software's Chuck Ciarlo.

What to do when agents miss scheduled call center shifts; and how to prevent contact center absenteeism in the first place.

Workforce management solutions ensure adequate personnel are available to respond to calls, emails, texts, and social media interactions so organizati…

One discipline in which the contractor model has recently taken hold is in the call center industry. That's good for call center operators and their c…

Not all workforce management solutions are created equal. So when seeking a robust workforce management solution, it is important to ask the right que…

Anybody who knows about workforce management understands it can help contact centers understand demand and others factors. WFM systems help with forec…

Agents, like supervisors, need to hold some accountability for their actions. This includes being on time for every shift.

Supervisors have a tricky task when it comes to scheduling for a call center. Overstaffing can lead to wasted resources while understaffing can hinder…

For centuries, people have thrown caution to the wind walking tightropes across treacherous distances. Each step challenging gravity, as the only thin…

If you operate a contact center, chances are optimizing productivity and efficiency are daily issues to address. Workforce management is essential for…

Using forecasting tools can go a long way in achieving positive customer experiences and meeting key performance indicators.

Scheduling software makes setting call center schedules so much easier, more efficient, and effective. And that creates better experiences for agents,…

You can simplify your scheduling, reduce your costs, and improve your service levels today with more effective contact center scheduling.

Monet Software has come out with a Salesforce version of its workforce management solution. It meets customers where they are, integrating easily with…

Many organizations and administrators today continue to use spreadsheets for their call center scheduling. In fact, studies suggest at least 20 percen…

Having an efficient call center schedule is vital to ensure the highest in productivity while avoiding the inevitable missed or dropped calls.

At least 20 percent of contact centers still rely on spreadsheets to do forecasting and create schedules. A new Monet Software white paper explains wh…

A trend gaining traction in the call center is a flexible shift model, which enables an organization to take the copious amounts of call data collecte…

Using spreadsheets to do call center forecasting and scheduling costs and doesn't save businesses money. That's the word from Monet Software, which de…

A lot goes into properly scheduling agents, including forecasting peak call times, factoring breaks, planning for the unexpected, all while ensuring q…

Workforce management can go a long way in helping contact centers become more efficient and cost-effective. WFM can be used to do more accurate foreca…

How can management guarantee a call center schedule? Here are a few tips for best forecasting possible.

So, how can management properly schedule agents so that no call goes unanswered? Here are a few tips.

A white paper from Monet Software explains how call center managers can work to improve agent adherence, and the role workforce management can play in…

Lost time can cost companies money. And absent employees can result in lost time and missed opportunities. So, when a worker begins to develop a patte…

What are some other key contact center terms and definitions? And what do they have to do with improving customer service and driving business outcome…

When it's done right, call center scheduling balances agent needs vs. call center capabilities, while accounting for shrinkage.

A vital component of this is scheduling properly. It is mission critical to properly man the fort for peak call volumes, and likewise, staff appropria…

Workforce management (WFM) software can properly readjust the schedule to accommodate any no-shows or call-outs for the day. Additional adjustments to…

Call center employers are supposed to forecast schedules based on the history of call volumes. However, there are times when these volumes can prove u…

A company called Q-nomy has introduced myVisit Chatbot. It enables service providers to offer customers the option of conversing with a computerized A…

The Veterans Crisis Line launched nearly 11 years ago and in that time, it has handled over three million phone calls. Additionally, it has dispatched…

According to a report from Information Services Group (ISG), enterprises prefer U.S.-based contact centers. The ISG Provider Lens Contact Center Custo…

Frost & Sullivan conducted a research study, "Growth Opportunities in the North American Hosted/Cloud Contact Center Market, Forecast to 2021," it was…

If you're involved in managing, funding, working in, or advising a call center, you know the big challenges the people and organizations in these envi…

Working from home is a schedule win. There is minimal impact when an employee is sick or there is a childcare issue. As long as there is an Internet c…

American Airlines is a cautionary tale when it comes to scheduling. But with the right processes and technology in place, call centers can get schedul…

The key to recognizing its value lies in looking beyond conventional parameters for communication, as well as seeing how cloud-based platforms create …

Businesses need to do their best to be ready for variations in call volumes. And they are best positioned to be ready if they do call volume forecasti…

When call center call volumes dramatically spike, how are you going to staff? This is an issue management faces, especially around the holidays. Tryin…

The importance of average handling time as a call center metric emphasizes the need for speed in this kind of environment. But what can you do to make…

Annualized, provisional scheduling helps call centers meet their needs, while providing agents with greater flexibility. That can result in better age…

In the case of an emergency, we have been taught to immediately call 911; three digits that can save a life. Unfortunately, callers are not always get…

Sometimes doing call center scheduling can be like herding cats. There are a lot of different factors to consider and techniques to apply. And there a…

New WFO solutions can help call centers do more accurate forecasts and be more efficient in how they set schedules.

Call center scheduling is like juggling plates. It involves lots of moving pieces. And if you don't do it just right, things can really fall apart.

Keeping call center attrition down and retention up is a trying and daunting task for management. Agents can get overwhelmed if a call center is under…

Monet Software emphasizes the many benefits of speech analytics for the call center. It can identify whether that's because of a billing problem, a de…

Software applications that combine dashboards, analytics, workflow and data integration make it easier for call centers to set and achieve performance…

Proper scheduling in a call center can make or break the efficiency for the day. More so, it can directly impact the customer service level delivered.…

InContact offers advice on how to improve agent scheduling. Asking agents what shifts they'd prefer is a foolproof way of both giving them a sense of …

Contact centers experience extremely high attrition rates. Here are several tips for increasing retention and building long-term business value in you…

Motivating call center agents should be fairly easy. In fact, many managers tend to overcomplicate the motivation process. Many agents are more than w…

Average handle time of calls is one of the most important key performance indicators in call centers today. This is a measure of hold plus talk time a…

Measuring schedule efficiency in a call center can be a daunting task if your center has based most of its scheduling practices on forecasting.

The move to self service is impacting what organizations need to make available in terms of customer resources. That includes the kind of information …

Despite the holidays being over two months away, call centers in Nebraska are already starting the seasonal hiring process as it is a peak time for mo…

Employee absences can cause an issue with productivity and promote laziness as well as resentment among the team. Policies must be put into place to r…

Getting the most out of WFM entails more than just buying and using new software. Business is moving at a rapid pace so more companies are leveraging …

Key performance indicators (KPIs) are vital in a contact center to aid with the enhancement of customer service, operational efficiency, business valu…

Call centers can be highly functional and operate extremely well, as long as they have the tools and the willingness to do so. It is also helpful to e…

In a call center, it is vital all the factors that go into making the center function are working properly. One of the biggest tasks is the optimizati…

Power naps are now being found to be more effective in recharging the mind and body for call center agents than traditional caffeine and bosses are ac…

Shiftboard explains the importance of understanding your call center's needs in choosing the right scheduling solution.

Though Hurricane Irma is directly affecting Florida and the surrounding area, the state of emergency has led to calls being redirected to a call cente…

Making an ominchannel user experience seamless may appear impossible but companies are working tirelessly to ensure that their customers can utilize a…

Customer service organizations in various industries - emergency services, insurance, healthcare, utilities, and many other services - are also going …

Nexmo blog explains how artificial intelligence can help with call center work - and even save lives in the process.

Organizations that have the right processes and systems in place can make call center scheduling a far less painful and more predictable endeavor.

Call center scheduling software can generate savings and provide other important benefits.

One of the biggest challenges to call center scheduling practices is peak seasons. Peak seasons are the most popular times of the year in the call cen…

It's mid-August and agents that haven't taken a vacation yet are soon going to realize that they're running out of sunny weather to enjoy. Managers ne…

Call center scheduling: it's an issue that's been haunting managers for years. No matter how a schedule is put together, there always seems to be an u…

It can be a challenge to get contact center staff scheduling just right. But flexible schedules, intraday schedule management, and workforce managemen…

Over the past few years, contact center spending has increased significantly as savvy businesses transform their processes to meet the growing demand …

In order to hire the best agents out there, managers first need to change the contact center's atmosphere. If it's a dull place to work, even the most…

There is a direct correlation between customer satisfaction and employee happiness-someone who enjoys work is more likely to provide a great consumer …

Agents are at the heart of the call center, and scheduling them effectively is what keeps operations going. Here are a few tips on how to optimize age…

Fewer workers means more stress on the remaining agents, which then causes more losses. It's a vicious cycle-one that desperately needs to be broken. …

Anyone who's ever worked in a call center knows how important schedule adherence is to the success of operations. It's almost like a set of dominos; i…

The Salesforce Basecamp for Service brings together innovative companies and trailblazers in the customer service space. The event is taking place on …