injixo top-voted WFM Software in the Call Centre Helper Awards 2018

injixo News Jun 04, 2018 4 min read

injixo announces today that it was again voted the Best Workforce Management (WFM) Solution in the Top 10 Contact Centre Software and Technology Awards 2018 by readers of Call Centre Helper.

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Contact Center Forecasting Fundamentals #1: How to Forecast Workload

Charles Watson Forecasting May 29, 2018 16 min read

This article is the first part of an upcoming 3-part series on Contact Center Forecasting Fundamentals with everything you need to know to excel in workforce management. In fact, one of the biggest challenges in contact centers today is getting the forecasting and planning right. If you do that well, the rest is much easier.  Over the next 6 weeks, we’ll have a 3-part series to help you incorporate some of the best techniques in the industry to forecast and plan smarter. We hope these tips and tricks help turn you into a forecasting hero!

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How to increase Employee Net Promoter Score in your contact centre with WFM

Darren Deehan Employee Engagement May 15, 2018 11 min read

The Net Promoter Score (NPS) was introduced in a Harvard Business Review article titled ‘One Number You Need to Grow’. Just like the NPS, the Employee Net Promoter Score (eNPS) asks one simple question. For the eNPS, it’s "how likely is it that you would recommend our company as a place of work to a friend or acquaintance?" In this article we'll cover how contact centres can positively influence the answer to that question by using the Workforce Management (WFM) function to upgrade Employee Net Promoter Score sustainably.

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How to boost employee engagement in your contact center with 2 simple tactics

Charles Watson Employee Engagement Apr 19, 2018 13 min read

In many of my writings so far, there’s been a lot of focus on how to make workforce management, or your business operate more effectively. In this post, I want to talk about employee engagement in the contact center and why it’s critical to have engaged agents. I will also focus on some simple ways how workforce management can help drive motivation and employee engagement to sustainably benefit customer service and entire operations.

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How to set up a Workforce Management Strategy (for a world-class contact center)

Charles Watson Workforce Management Apr 04, 2018 11 min read

As you’ve probably seen, the contact center industry continues to change at an increasing pace.  Technology advances in both customer service and communication changes how we have to think about how we work in the contact center today.  Customers continue to demand superior customer service experiences and can quickly switch to your competitors if they don’t get it. Your employees have options to change jobs as well if they don’t like working at your company, or aren’t happy with how they are treated. Amongst others, these external and internal factors have an impact on contact center operations and challenge CC professionals to stay up-to-date and flexibly respond to changes and trends in the industry.

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