Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Getting Your Contact Centre Prepared for Change in 2020 - Business Systems UK Ltd - ContactCenterWorld.com Blog

Getting Your Contact Centre Prepared for Change in 2020

Business Systems (UK) Ltd’s Scott Budding takes a look at four key transformation drivers your contact centre needs to prepare for…

The age of transformation

Call centres like other areas of business need to undergo a transformation to break down silos, unify disparate data and provide a far more personalised service that today’s digital customers demand.

Digital transformation extending right into the back office will be high on the agenda for 2020. The aim is to work together in the front and back office, so teams share responsibilities for a more streamlined customer experience.

The rest of this article can be found exclusively on the Directors Club website. Check out the rest of the article - ‘Getting Your Contact Centre Prepared for Change in 2020‘

Source: https://www.businesssystemsuk.co.uk/blog/2019/12/20/getting-contact-centre-prepared-change-2020/

Publish Date: December 20, 2019 5:00 AM


2020 Buyers Guide Workforce Management

 
1.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711

2.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

3.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

4.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

5.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

6.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



View more from Business Systems UK Ltd

Recent Blog Posts:
How To Manage A Gradual Return To The Office With Workforce PlanningJuly 20, 2020 5:00 AM
Navigating & Adapting Your Contact Centre For the FutureJune 10, 2020 5:00 AM
Top Tips for Combating Challenges In The Contact Centre During COVID-19April 28, 2020 5:00 AM
Top 10 Tips For The Modern Contact CentreApril 8, 2020 5:00 AM
Mobile Call Recording – How To Keep Traders TradingMarch 30, 2020 5:00 AM
Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce RemotelyMarch 25, 2020 5:00 AM
How To Manage Remote Contact Centre Agents During the COVID-19 OutbreakMarch 25, 2020 5:00 AM
Top 3 Resource Planning Techniques Within The Contact CentreMarch 13, 2020 5:00 AM
Business Systems (UK) Ltd Shortlisted for Major Sector AwardsJanuary 31, 2020 5:00 AM
5 Top Ways of Using Artificial Intelligence in the Contact CentreJanuary 27, 2020 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 10440 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =