Workforce Management Solutions in Contact Centers

Hourglass, time, on its side in the sand

Every contact center faces the challenge of efficiently forecasting and scheduling agents. Whether it’s a question of seasonal traffic, new products and services, specific skill requirements, or intraday changes, effective management of agents can be a daunting proposition. This is where Workforce Management software solutions for the contact center can help. Workforce Management solutions can provide […]

6 Tips for Using Gamification in Contact Centers

dice and piecies on a game board illustrating gamification

A well-planned gamification program provides healthy competition among agents, a new excitement to the day, and a focus on increased productivity. These are the primary purposes of gamification solutions in contact centers. Well-implemented gamification programs improve efficiency, employee engagement and retention. All Fun and Games? Gamification uses contests and games to motivate agents while reducing […]