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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3 Reasons Why You Want Verint WFO in the Cloud

Posted by Kevin Sullivan on Fri, Jan 16, 2015

Over the past several years, the contact center Workforce Optimization (WFO) market has not lost its attractiveness. If anything, the increase in sales, large opportunities and global reach show that the WFO market is growing. But what about WFO being deployed in a cloud environment? Are companies buying into the idea of the cloud? 

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New Age Methods of Optimizing Profitability

Posted by Lane Windward on Fri, Jan 9, 2015

As humans we like to feel that our lives have a much deeper meaning than just eating, sleeping and working. We also like to feel as if the business that employs us stands for something more than just making money. That is why corporations contribute to charities, sponsor kids clubs, etc. Sponsorships for charities are wonderful and admirable and should not be abandoned, but the bare bones reality is when all is said and done business is all about the bottom line. No matter the good or bad intentions, if profit cannot be made and the bills are not paid, no business can remain active and viable. It is as simple as that.

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Top 4 Contact Center Industry Trends of 2014

Posted by David Ash on Wed, Dec 31, 2014

As 2014 comes to an end, it is important to reflect on how the contact center industry has transformed over the past year. From Speech Analytics to multichannel contact centers, the core focus of 2014 has been on customer service and how businesses can use software to better serve their customers.

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Why Contact Center Workforce Management is Important During the Holidays

Posted by Michael Taylor on Fri, Dec 19, 2014

Every day, workforce professionals face the challenge of balancing service levels and labor costs. This is especially true in today’s economic environment where inaccurate forecasts can lead to poor scheduling which dramatically impact profitability. According to the Society of Workforce Planning Professionals, a forecast should be your best estimate of future results based on observations from the past. 

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