Artificial Intelligence (AI) in the contact center has been providing companies with an opportunity to deliver better customer care, collect key data …

One of the biggest mistakes employers make today is expecting younger Americans - those in the so-called "Millennial" generation - to think and act li…

A brand new $15 million emergency call center in North Carolina is being built to meet the scheduling demands of increased call volume as well as to w…

Custodia Technology announced a new partnership with Verint Systems. The pairing introduce a tollset capable of capture, record and retain voice, data…

The City of Barrie, Ontario announced the selection of Verint's Engagement Management solutions for government and public sector. The deployment will …

One of the cornerstones of employee engagement is giving workers flexibility with their schedules to meet their family needs, or even the needs of a s…

If you were to ask the average consumer what his or her biggest gripe was, you'd probably hear, "Waiting on hold. In fact, the average person will spe…

California has announced bipartisan legislation that will update the state's hundreds of outdated 911 call centers, which predate the Internet. The up…

Cities across the U.S. are electing to launch 311 call centers, or non-emergency contact centers, as a better way to communicate with their citizenry.…

In the brief span I've been on this earth, one of the certainties I've learned is you can never make everyone happy. In the contact center, one can pe…

Scheduling becomes extra challenging when the busy season also coincides with times that employees are taking time off, such as for summer family vaca…

Digital transformation is offering simplicity through complexity, as robust solutions are minimizing the minutia of day to day operations and putting …

Abandoned calls are those calls that were dropped by customers while waiting for an agent, usually because the agent is taking too long to connect. Wh…

As any good manager can attest, it's critical that you focus on keeping the good, high performing employees happy in their roles or risk having to fin…

Workforce management solutions are often touted as being of great benefit to the companies that use them. "Do more with less labor." "Trim headcount A…

While most contact centers don't deal with life-and-death situations, there are exceptions in healthcare and emergency services. For these call center…

Weather events large and small have an impact on communities and businesses. From power outages to flooding and wildfires, there are many situations w…

While it's true that all contact centers play an important role in meeting callers needs, those receiving emergency calls have an especially vital job…

Call center scheduling, the art of creating just the right balance of staff to handle communications is a constantly shifting target. Today, with the …

One of the trickiest decisions a call center manager is expected to make is the right size of the staff. Too many agents, and you risk overstaffing an…

The rate of absences in the workplace is something many companies have grappled with. From decreased productivity to poor engagement and high turnover…

At the recently concluded Verint Engage 2019 Global Customer Conference in Orlando, Florida, the Customer Engagement Company honored those companies i…

This week, St. Louis County residents got something to be excited about - a new call center. The 311 call center is open Monday through Friday from 8a…

Schedule adherence, or the metric that reveals whether call center agents are adhering to their assignments, is one of the most important metrics in t…

In either case, over-staffing or under-staffing, the customer experience can suffer. Burned out, stressed workers don't provide good experiences, and …

The algorithms, metrics and parameters that go into automated call center scheduling need not be a mystery, and managers can glean the most value from…

It's not a great secret that adherence to the call center schedule is one way to keep quality high while avoiding having to add to the headcount. The …

Inogen is the maker of compact, lightweight and travel-approved portable oxygen concentrators that allow people who require oxygen therapy to be more …

In the business world, leaders are continually reminded to take care of company assets. Since workers are the most costly business asset a company has…

In the contact center, scheduling often seems like an abstract concept. It's a spreadsheet of people, shifts and call queues. When schedules go awry a…

For years now we've been hearing all about the need to reduce agent turnover in the call center. Much of the solutions offered included allowing for m…

It's no secret that the contact center industry has high turnover. It's important to remember, however, that it's not alone. Many other industries exp…

In the contact center, scheduling is often one of the trickiest tasks a manager can perform. Scheduling, which relies on dozens or even hundreds of pe…

Agents in the call center still play a vital role in ensuring that customers have a human to connect to in times of crisis or when they don't want to …

There are some essential ingredients to drafting and implementing a call center schedule that will keep agents happy and motivated while also ensuring…

The new facility also features a next-generation 911 system with VoIP phone system, a significant upgrade from the old analog system, which will allow…

Maintaining schedule adherence need not be a herculean task, yet still far too many call centers struggle with scheduling practices and plugging holes…

While call center managers are the ones who create schedules, it's agents who can make or break them. The best schedule in the world won't work if age…

Scheduling the proper amount of call center agents to have on hand is a tricky job, requiring a number of calculations and knowledge of call center be…

Call center scheduling is an up and down battle - literally. From fighting the high call volumes of peak times, to making sure to not over staff durin…

When it comes to the contact center, it's easy to get lost in the day to day fire drills caused by scheduling miscues or simply a general lack of adhe…

CFI Group's 2019 Contact Center Satisfaction Index (CCSI) reports a three percent drop. Measured on a scale of 1-100, 68 may be passing in school, but…

So you've carefully built a great schedule for the contact center. You've examined historical data, accounted for all manner of future conditions, run…

Call center workers for the Ontario Cannabis Store announced that after a vote, they will be joining the United Food and Commercial Workers (UFCW) Uni…

According to recent research from the REPL Group, the largest complaint of retail workers is understaffing, with more than 80 percent of respondents n…

Call center scheduling practices can either hinder or help performance. Proper staffing is critical in a customer service environment, ensuring the pr…

Schedule adherence, an important metric for contact centers to track, is simply the percentage of time that customer support agents adhere to their sc…

A new study from the Kellogg School finds that first come, first served may not be the most efficient way to handle call center queues.

Many companies build work schedules from the point of view of their own convenience. How can we ensure we're not overstaffed or understaffed? What sch…

A comprehensive workforce management solution geared toward the needs of the call center is key to improving worker scheduling.

While no one has a crystal ball to look into (not one that works, anyway), call center managers are often expected to successfully see the future. For…

Studies show the predictive, stable work schedules for those in the call center and other industries can lead to health and other benefits.

Rigid contact center schedules may work well for businesses that have highly predictable call traffic, but most for most call centers, this isn't the …

As a contact center manager, you know that there are certain times of the day or the week that are the hardest to cope with. Whether it's Friday after…

While agents take a lot of the blame for poor customer service, the reality is that agents can only ever be as good as their tools, training and proce…

By improving scheduling in the contact center, you can save money, boost performance and ensure robust, high-quality customer support. Following are s…

Of all the managerial tasks in the contact center, building accurate schedules is possibly the most daunting. It's both an art and a science, and it r…

Today's call center is driven by the ability of agents to drive customer interactions. Higher quality experiences lead to better business results. Whi…

One of the biggest headaches in contact center operations is getting the balance of capacity right in a way that won't damage revenue. Sure, if you ov…

Workforce optimization solutions provide contact center managers with a fast and easy way to assess needs, assign resources, and understand performanc…

When businesses schedule too few people to work they can actually be losing money. And when workers don't show up for their scheduled shift everything…

Using sophisticated but simple-to-use software that can aggregate and analyze various demand and employee factors, and create forecasts and schedules,…

Cloud-based contact center, forecasting, and scheduling solutions can drive customer and employee engagement, lower business costs, and better outcome…

Today's WFM solutions provide real-time adherence tracking, visualization so contact centers in healthcare and other verticals can adjust to changing …

Contact centers need to understand shrinkage to create accurate forecasts and build appropriate schedules. Getting a handle on shrinkage causes and tr…

Monet Software announced Monet Workforce Management (WFM) is now available via Genesys AppFoundry. In AppFoundry, Genesys touts a vast selection of co…

We're all adults here. But let's face it, when it comes to dealing with customer service, we often act like children.

Tempers tend to flair when people have to wait in line, in traffic, or even on the phone. That's why wait time is such an important metric for call ce…

Want your agents to be excited about their work? Then give them something to get excited about.

Smart forecasting and scheduling considers the day of the week, the time of month, and factors related to seasonality as well as non-recurring events …

Creating contact center schedules that work for your organization and your customers can make the difference between keeping and losing business. And …

If there are 300 agents and each one misses just 10 minutes of work each day, that adds up to more than a week of lost work per year per agent, Monet …

Here are some common reasons for call abandonment and how you can prevent them in your contact center environment.

Monet Software unveiled the release of an integrated solution with Amazon Connect. The AWS Partner Network member is enhancing the Amazon call center …

To be successful, contact centers need to get a lot of things right. The factors that help make that happen include people, processes, productivity, a…

The spreadsheets call center managers have traditionally used to create and revise schedules are no match for the complexity involved in call center s…

Good contact center scheduling software can improve life for agents by making sure the appropriate kind and number of personnel is available to conten…

For best results with new platform adoption seek user input in advance, buy solutions that address key challenges, and take the time to train.

New WFM solutions don't require contact center organizations to reinvent the scheduling wheel every week. Instead, they leverage data on available and…

The need for a company like Duke to quickly call on employees of all stripes to help out with the recovery effort demonstrates the importance of being…

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.