Understanding the Strategic Importance of Workforce Management

Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process.  The undervaluation often stems from a lack of…


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Unlocking the Advantages of Remote Agents in Workforce Management: Exploring the benefits from a Workforce Management Perspective

As the world becomes increasingly connected, remote working continues to be extremely popular and for contact centres this can offer significant advantages.


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automation

Intelligent Automation: How Contact Centres Are Driving Success

By deploying intelligent automation agents no longer need to miss out on communications and training that empower and equip them to do their jobs better.


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contact centre solutions

Transport for NSW selects Alvaria Workforce Engagement Management Suite for Back-Office and Agent Improvement Tools and Mobile Schedule Management

Transport for NSW was looking for a platform that could seamlessly integrate across the entire workforce planning cycle integrated with their omnichannel contact centre that includes voice, live chat and back-office functionality.


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intelligent automation

How an Intelligent Automation Solution can Overcome Common Contact Centre Challenges

Intelligent automation solutions are increasingly being applied throughout the contact centre industry to help you deliver a better customer experience and improve processes, as well as seamlessly support agents.


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The Rise of Intelligent Automation Solutions to Improve Contact Centre Productivity

Unlocking productivity within a contact centre through the utilisation of intelligent automation is key to quantifying how automation and artificial intelligence has provided an unprecedented return on investment.  As contact centres strive to streamline…


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TSA Group Chooses Alvaria Workforce Engagement Management For Volume Forecasting, Mobile Schedule Management and Optimal Seat Utilisation

Alvaria and Call Design announce a new Alvaria Workforce customer, TSA Group. Australia’s leading CX outsourcing solutions provider, TSA Group, has approximately 3,000 customer service and sales agents servicing industries including telco, health insurance,…


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Move Over Millennials, Generation Z is Here

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…


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automation

5 Ways Contact Centre Automation Improves Efficiency

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…


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gamification

5 Powerful Capabilities of Gamification

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…


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contact centre gamification

How to Use Gamification to Engage Remote Teams

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…


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