Enhancing Agent Performance and Happiness with One Simple Tool: WFM

Posted by Emily Rudman on Fri, Mar 27, 2015

If you could enhance your agents’ performance as well as their happiness with the implementation of one contact center solution, would you? To some that seems like a no brainer, but if you need a little more convincing hopefully this continuation of last week’s post, Pain Points of the Contact Center and Workforce Management Solutions, can do the trick.

A contact center is only as good as its agents, so ensuring that agents are performing to their potential and enjoying the work that they do is the key to a successful contact center. This is where Workforce Management (WFM) comes in. Simply put, WFM is a way to ensure that you have the right agents in place, at the right time, with the right skill set. 

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Topics: Workforce Management

Pain Points of the Contact Center and Workforce Management Solutions

Posted by Christopher Heath on Fri, Mar 20, 2015

Contact centers are the hub of a company’s customer service efforts. Just like every area of business, the contact center faces many challenges such as scheduling, staffing, performance quality, and employee morale. These problems could seem too daunting to control and monitor, however with the use of a Workforce Management (WFM) solution, these challenges are nothing to fear. In this week’s post, we will discuss the first two pain points of the contact center, scheduling and staffing,  and how a WFM solution can help ease this pain. But first, what exactly is Workforce Management?

Workforce Management provides accurate forecasting for intra-day, daily, and long-term workload. It can help contact centers produce optimal schedules by balancing defined shift rules, work patterns, breaks, targeted service-level goals, and individual skills, proficiencies, and preferences. Simply said, the overall benefit of WFM is to increase customer service levels by having the right agents in place, at the right time, with the right skill sets

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Topics: Workforce Management

5 Contact Center Stats You Need to Know…STAT

Posted by Jacob Elzey on Thu, Mar 12, 2015

On average, loyal customers are worth up to 10 times as much as their first purchase. 
(
Source: Customer Think)

It is common for businesses to focus their efforts on acquiring new customers, whether that is through ads, marketing campaigns, or discounts. But it is crutial to note the importance and profitability existing customers can bring to your business. It is the contact center’s job to ensure that existing customers feel heard and important. Everyone has heard that it costs more to acquire new customers than it does to keep your current customers. This statistic takes that thought a step further.  Customers who feel a sense of loyalty to a company (often gained through exceptional customer service experiences) are worth up to 10 times as much as their first purchase.

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Topics: Contact Center

The Basic Human Psychology of Coaching (as a Workforce Optimization Tool)

Posted by Lane Winward on Fri, Mar 6, 2015

Last week’s blog explored The Most Well-Known But Incorrectly Used Workforce Optimization Tool – Coaching. Coaching has been in practice since modern business processes have been around, yet is almost always woefully misunderstood in theory, principle and application.

After a company decides to create and implement a new or even “revitalized” coaching program, many options for proceeding are available. In addition to all of the possible proper procedures to put into place, it is good to include a high-quality understanding of basic human psychology, usually conveyed to a management group by a competent longtime coaching expert.

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Topics: Workforce Optimization

The Most Well-Known but Incorrectly Used Workforce Optimization Tool: Coaching

Posted by Lane Winward on Thu, Feb 26, 2015

Costs for attrition, losses from customer dissatisfaction, lagging “bottom of the barrel” sales, and poor procedural adherence; all of these vast revenue consuming elements can be dramatically reduced by the proper execution of one miracle business practice. This remarkable method is well-known in contact center environments and has been in practice since modern business processes have been developed. However, this procedure is almost always woefully misunderstood in theory, principle, and application.

This visionary practice that can stimulate your bottom line revenues out of the doldrums and have them soaring at the top of the profit column is the process of establishing a proper coaching program for all levels of employees.

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Topics: Workforce Optimization

Why the Best Voice Agents Don’t Necessarily Make the Best Social Agents

Posted by Joe Halloran on Fri, Feb 20, 2015

Call centers are becoming a thing of the past, as contact centers take their place. These multi-channel contact centers are on their way to becoming the “norm” but as the call center evolves, should the agents as well? Are those who excel as voice agents equally successful as social agents?


In this day and age, contact centers are finding that younger generations, who communicate more with acronyms and short blurbs, tend to have more difficulty corresponding in the written format with customers. This ability to be well-versed in the written way is something that separates a good voice agent from a good social agent. 

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Topics: Contact Center

5 Unique Contact Center Spaces We Love

Posted by Matt Micallef on Wed, Feb 11, 2015

Let’s face it, the contact center is changing. As it transforms, and businesses place a higher value on interactions with their customer base, a select number of contact centers around the world have taken the liberty to create some of the most unique contact center workspaces.

Last week we explored how important the contact center agent is because they are in fact the face/voice of your business. An important aspect of employee satisfaction and productivity deals with the environment in which they work. The following companies put great effort into creating spaces that provide their agents with creative spaces to engage with their customers as well as relax and re-energize.

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Topics: Workforce Management, Contact Center

Contact Center Agents are Crucial to Your Business. Learn Why!

Posted by Emily Rudman on Wed, Feb 4, 2015

Over time, the contact center agent has evolved into a more integral part of the customer experience. Ultimately, agents are the voice of your organization. On average, an agent takes 50 calls per day, which translates into 54,000,000 contact points with a customer base in one year. Based on that statistic alone, the importance of the agent is undeniable. Instead of looking at agents as factory workers, they should be viewed as knowledge workers.

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Topics: Customer Service

The Importance of Using a Verint Verified Partner

Posted by Charlene Dennis on Fri, Jan 30, 2015

It doesn’t take much convincing to prove the business value of Verint’s contact center software. Bringing success to thousands of organizations through Workforce Optimization, Verint has improved thousands of contact centers across the globe and turned businesses into intelligent enterprises. Sometimes, after the initial purchase of Workforce Optimization, the software can be overwhelming to customers. There is huge value in professional services when buying robust software like Verint’s, but oftentimes it is overlooked.

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Why Moving WFO to the Cloud is Beneficial for Small and Mid-sized Contact Centers

Posted by Jacob Elzey on Fri, Jan 23, 2015

Traditionally, small and medium sized businesses (SMB’s) have had limited access to technology due to resources, cost and availability.

Technology has always enabled businesses to provide service at a lower cost and on a larger scale. However, historically, technology has only been available to large companies with deep pockets.

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