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Workforce Management Solutions in Contact Centers
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
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 […]
Using Gamification in Contact Centers
eCoaching in Contact Centers
The on-going digital transformation in today’s market combined with an increasingly empowered agent workforce has created a clear need for eCoaching solutions in contact centers. Every contact center faces the challenge of training their agents. Developing training materials, administering training, grading, tracking, updating content, building refresher courses – all are expensive, time consuming endeavors. Automated […]
Gaining a 360° View of the Patient Experience
Customer Experience is King
The Customer Experience (CX) has become the key differentiator in today’s market. Access to offerings are no more than a quick search and click away with the average mobile phone. No matter how unique the product or service, competitors quickly flood the market. A superior customer experience frequently dictates success in building loyalty and satisfaction […]
Contact Center Workforce Solutions
As the emphasis on improving the customer experience grows, workforce optimization and workforce management solutions for contact centers continue to rapidly evolve. The ultimate goal in their development is to boost contact center performance and enhance the customer experience. Workforce Optimization and Management One feature of workforce optimization (WFO), eCoaching, automatically assigns online training courses […]
Customer Experiences That Matter at Avaya ENGAGE 2019
DVSAnalytics will be attending the Avaya ENGAGE® show this week in Booth #333. Many of our partners and customers will be attending. We’re looking forward to connecting and exchanging the latest news about Avaya, our industry and the market. Avaya DevConnect DVSAnalytics and Avaya have a long-time, constructive relationship. As a member of the Avaya DevConnect program, […]