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Contact Center Workforce Management

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ALSO CALLED: WFM, Job Scheduling
DEFINITION: The balancing of work factors, such as optimal staff levels, anticipated workloads, campaign timetables, resource availability and technological capability, all while considering elements such as agent preferences and unexpected absences.
Contact Center Workforce Management Multimedia (View All Report Types)
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From an On-Prem Contact Center to a Cloud-Based one in 19 hours
sponsored by Intrado
WEBCAST: For one client, contact center provider, Intrado, replaced their entire physical call center with a cloud-based virtual one in just 19 hours. Learn about the transformation in this brief video.
Posted: 23 Jun 2020 | Premiered: Jun 23, 2020

Intrado

Empirix Contact Center Assurance Solutions
sponsored by Empirix
WEBCAST: Today’s contact centers are under constant pressure to provide consistent, high-quality experiences for customers. One of the most effective ways to ensure that happens is to use a quality assurance solution. Learn about Empirix’s contact center assurance solutions and the benefits you could achieve by using one in this brief video.
Posted: 23 Jun 2020 | Premiered: Jun 23, 2020

Empirix

3 Ways Agent Experience is Boosting Customer Experience
sponsored by NICE inContact
WEBCAST: Anyone can deliver a good customer experience. But to deliver an experience that exceeds expectations and leads to lasting customer loyalty? That requires more. Discover how you can empower your agents to provide a 5-star experience to every customer with agent experience expert Lori Bocklund of Strategic Contact.
Posted: 26 Feb 2020 | Premiered: Feb 26, 2020

NICE inContact

Improving Customer Experience Through Enhanced Employee Experience
sponsored by Avtex
WEBCAST: View this webinar from Avtex to discover the direct impact your employee satisfaction has on customer experiences. Review strategies for improving contact center agent efficiency and satisfaction, and uncover the benefits of integrating contact center and CRM platforms.
Posted: 26 Sep 2019 | Premiered: Apr 4, 2018

Avtex
4 Matches

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