Showing Archives for: WFM

Why a virtual call center may be the answer post-pandemic

Aug 27, 2021

  Things look like they are slowly returning back to normal – or as normal as they’ll ever be. Restaurants are open again. Outdoor festivals and concerts are now taking place. People are electing to go back into the office. And while we have one foot ready to take on the world as we knew […]

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Easing employee back-to-office anxiety

Aug 27, 2021

  If you’re feeling anxious about going back to the office, even on a flexible basis, then you’re not alone. There is even a new label for it “return to work anxiety” – not that we haven’t been working – we’ve just been doing it in our pajama bottoms and next to the family cat, […]

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Using CSAT to uncover customer satisfaction

Aug 27, 2021

  Customer satisfaction is a wide-ranging topic and depending on who you talk with, can take on many different significations. An agent for example, may feel extremely pleased with the service they provide to your customers, while their supervisor may feel their customer interactions aren’t quite as optimal and require some improvements. They each have […]

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The workforce management (WFM) guidebook for call centers

Jul 28, 2021

  In the fabulous world of contact center management, we often spend most of our time focused exclusively on the customer experience. There are countless and countless of articles written about the customer experience. And not just in our industry… The customer experience has become the on-trend focus for all service-minded organizations. For those in […]

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How To Thrive In The Digital Transformation Age

May 27, 2021

  No doubt, we are deeply embedded in the age of digital transformation. Change is moving fast. Choosing not to adapt, to stay in a perpetual status quo leaves room for your competition to step in and deliver exactly what your customers want, the way they want it. Think back to a time when Blockbuster […]

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READY WHEN YOU ARE

May 27, 2021

  2020 taught us a lot of things. Like we don’t need that much toilet paper. Baking bread from scratch isn’t that hard. Daily life carries on, even if it’s virtual. It also shined a light on everyday companies delivering exceptional customer experiences that extend beyond being a good corporate citizen, to being a human […]

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OUR RECAP: ASPECT VIRTUAL CUSTOMER EXPERIENCE CONFERENCE, ACE 2020

Oct 23, 2020

  Last month we sponsored ACE 2020, Aspect’s Virtual Customer Experience conference. With all in-person events going virtual, they pulled off an incredible gathering with on-demand videos, interactive roundtable sessions, live presentations and focused groups that delivered an insider’s look at the contact center industry.   The event delivered many memorable moments and valuable insights. […]

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QUOVIM C3 AND ASPECT SOFTWARE TO HOST GTACC CX SESSION IN TORONTO

Apr 01, 2019

  GTACC EVENT:  READY, SET, ENGAGE! PREPARE YOUR OPERATIONS TO CREATE MEANINGFUL CUSTOMER CONNECTIONS THAT ENGAGE ACROSS CHANNELS   Join us, along with partner, Aspect Software on April 30th, for a half day CX session to learn how innovative and client-centred organizations are staying top of mind by providing customers with a mix of interactive […]

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WEBINAR with Aspect & Quovim C3: Optimize your Workforce by Implementing Aspect WFM

Oct 29, 2018

  Workforce Management, it’s on everyone’s mind! Join us and our partner, Aspect Software for an intensive WEBINAR focused on your most valuable asset – your people.   Wednesday, November 7, 2018 ASPECT SOFTWARE WEBINAR: Let Quovim C3 Optimize your Workforce by Implementing Aspect WFM 11:00 AM EST REGISTER    Join Matthew Brookman, Senior Consultant, Quovim […]

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