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Just when companies were starting to feel confident in their understanding of Millennials, along comes a new generation entering the workforce — Generation Z. Loosely defined as those born between 1994 and 2010, Gen Zers have unique characteristics that companies will need to learn about and accommodate.

With real time automation you can improve efficiency and create a better customer experience for both customers and staff. The software connects to both your contact centre platform and your workforce management system enabling it to monitor queues and update schedules with changes in real time.

Gamification is one of the most effective methods for contact centres to develop an engaging learning experience for employees to learn new skills and connect their actions to business outcomes. By encouraging workplace competition and collaboration, you can help agents improve productivity levels, produce a greater quality of work, and accurately achieve company goals and objectives. 

Disconnected? Disinterested? Not sure how everything fits anymore? These are often the sentiments expressed as working from home employees reshuffle pandemic style and adapt. Those who have worked at home know how hard it is to remain motivated and attentive throughout the entire day.

A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis. While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume. Delivering a personalised customer service experience is also critical to cater to customer preferences which can be achieved much easier by implementing the latest and greatest technology rather than trying to use workarounds in some of the older systems.

The expectations of customer service experience have amplified making it important for managers to adopt new engagement techniques.

The number one failing when implementing WFM into the back office is workload forecasting. All too often, forecasting lands in the ‘too hard basket’ and people end up making ‘off the cuff’ staffing decisions that impact the customer and the business. It takes a little more effort and time to get your forecasting right, but the payoff is irrefutable.

Call Design is aware of the recently identified log4j2 vulnerability and has reviewed our internal, our Hosted systems and customer solutions as well as the leading products that we support.

While a large proportion of recent studies have shown that gamification can improve KPIs in virtually every touchpoint of a contact centre, there are still dozens of areas of consideration that need to be evaluated to provide an effective gamification system.

WFM systems have been revamping to cater for shifting industry standards in how contact centres are servicing their agents and this overhaul has seen many backend changes happen over a short period of time.