Workforce Management emerging trends - Business Systems UK Ltd - ContactCenterWorld.com Blog
Dave Evans, Workforce Management Consultant at Business Systems (UK) Ltd, discusses 3 emerging trends to watch out for in workforce management technology.
1. Continue to see advances in web-based portals – These will be available for employees as well as schedulers, to give true mobile workforce optimisation.
2. Improvements in integrations for bespoke applications and for third party applications. This is going to enable users to take data from workforce management and create weighted score cards.
3. Increase in the use of Gamification – Agents want to know exactly how they are performing without having to wait two or three weeks for feedback.
Publish Date: December 2, 2016 5:00 AM
|All Suppliers||Get Listed|
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Working with many UK contact centres and countless high-street brands, Premier CX are a customer touch point agency. As a provider of audio and visual solutions, Premier CX reduce costs and increase c...
IntelePeer delivers a complete business communications solution including: complete Cloud Contact Center, full-service cloud calling directly integrated with Cisco Spark unified communications, Enterp...
View more from Business Systems UK Ltd
Recent Blog Posts:
|Black Friday – is your contact centre ready?||November 15, 2017 5:00 AM|
|MiFID ll countdown: Everything you need to know about call recording retention and retrieval||October 24, 2017 5:00 AM|
|Bringing Quality Monitoring into the Heart of the Contact Centre||July 10, 2017 5:00 AM|
|What the WannaCry Ransomware attack means for Voice Recording systems operating on Microsoft Windows||June 12, 2017 5:00 AM|
|5 Ways to Get More Out of Your Agent Training||June 7, 2017 5:00 AM|
|How call recording can improve your law practice||May 25, 2017 5:00 AM|
|Using Speech Analytics in Retail Banking||May 3, 2017 5:00 AM|
|Forecasting and scheduling for multi-channel contact centres||April 26, 2017 5:00 AM|
|How to use call recording to solidify your market share within the property sector||April 10, 2017 5:00 AM|
|Robotic Process Automation in Customer Service||April 6, 2017 5:00 AM|