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WFM vs. WFO: What’s Under the Hood?

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Now that we are a part of NICE, the industry leader in Workforce Optimization, it is more important than ever to understand our entire portfolio of offerings. One area where there has been confusion is Workforce Management (WFM) versus Workforce Optimization (WFO). So what is WFO? Is it the same as WFM? Does it even […]

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Reduce Your Cost per Contact: 5 Tips

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Today’s contact centers use so many metrics to evaluate the health of their contact center (CC). However, many of the most well-known metrics (e.g., handle time) do not show any direct impact to revenue; which is why “cost per contact” should be considered the king of CC metrics. It shows the direct link between operational […]

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LanguageLine Empowers Relationships with inContact Voice-as-a-Service

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LanguageLine is the world’s largest provider of language access solutions and interpretation services. By switching from a premises-based solution to inContact, they experienced drastic improvements in their contact center operations. LanguageLine’s goal is to help non-English speakers find and understand medical care, finances and a variety of other services. Their premises-based system wasn’t delivering the […]

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Gartner Recognizes NICE as a Leader in Magic Quadrant for Workforce Engagement Management

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NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision. We feel this positioning is due to significant growth, large market share, and innovation leadership in product development by NICE and believe it highlights the enterprise as paving the way in the Workforce Engagement Management category. […]

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What is Workforce Engagement Management?

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The idea that happy employees makes happy customers is not a new concept, but it is starting to get enterprise-level attention and traction. Thinking about the kind of service you might receive when an employee is unhappy makes a very clear case as to why this idea is gaining momentum. My first job was working […]

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9 Secrets to Improving First Call Resolution

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One of the most important statistics a contact center can measure is FCR or first call resolution (Note: with the expansion of communication channels like chat, email, text, and social media, FCR might be better described as first contact resolution). That’s the rate that examines whether or not a customer had his or her issue solved on the […]

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Identify the (Contact Center) Signs – Become a Yogi

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We are in the final week of the baseball season (none too soon for my hometown Braves!) and the World Series is coming up—one of my favorite sporting events to watch. There’s a lot that goes on throughout a baseball game, but one aspect of the game that has always fascinated me are the signs. […]

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5 Tips for Managing Remote Contact Center Agents

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With the fall of so many technological barriers, many businesses have warmed up to the idea of remote employees. For contact centers, adding agents that work remotely offers many benefits including helping reduce overhead, greater immunity from natural disasters, more flexibility with scheduling, and increased job satisfaction. Plus, contact centers are already pretty familiar with remote phone communication, […]

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Power Countless Customer Experiences with inContact

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Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. But finding a solution that will support your unique position, and determining the best approach to delivery, can be a daunting task. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. […]

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