When we look into contact centers, it’s really easy to see the effects of the state our world is in at that current moment. 2021 was no exception. The year 2021 had a significant and will have a lasting impact on contact centers as we move into the new year. But what...
Workforce Management, otherwise known as WFM, is about managing multiple key demands in a contact center: forecasting, agent and staff scheduling, employee empowerment, performance management, and the processes around it. It can also be looked at as optimizing the use...
The growing importance of artificial intelligence and automation in the move to cloud communications can be a daunting concept to face for contact center leaders. When it comes to AI chatbots and voicebots, it’s critical to understand the history of virtual...
We’ve been managing the effects of COVID-19 in the workplace now for quite some time. In the contact center space specifically, one in five centers saw call volume spike more than 50% compared to the previous year. With agents working hybrid or remotely now, the...
The past year has brought forth a surge in digital interactions. With customer activity and expectations changing rapidly and becoming less predictable, many organizations have turned to artificial intelligence (AI) to help manage swings in customer demand, crunch...
As we all navigate the uncertainties of COVID-19, a question in our line of business continues to arise: How do we manage contact center agents working from home? There is no fully correct answer to remote agent management because of the uniqueness of each individual...
