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Article : Great Tips To Get Agents Buzzing

We all assume that birthday cakes and the occasional pizza party will get agents working as furiously as bees, but some industry professionals have identified some incentives that work in dividends within their own centers. See if you can apply some of these ideas within your own center to really get things going!

"KPIs should be based on success - not on numbers. An agent who spends 5 minutes per call more than others, but has a customer satisfaction rate a couple of points higher than the others should be congratulated and recognised for what they do - not told off because their hourly call rate is less than everyone else. Give variation - for agents who have the capability, rotating them around inbound and outbound calls can give the variation that keeps the job interesting. Accept where the skills start and stop - use skills routing to make the most out of the agents. Accept that some agents are best suited as first line agents - their capabilities are in being friendly and talking to customers, and covering the very common issues brought to the fore. Others may have second line skills in dealing with less common issues, and then there will be third line agents whose personal skills may not be the hottest around, but their domain expertise is the best around. By enabling agents to easily pass on a call through the various levels - without the need for the customer to repeat too much information - everyone can be kept happier."

- Clive Longbottom, Service DirectorBusiness Process Analysis, Quocirca Ltd, United Kingdom


"Create a sense of ownership. The more the agent believes in the organization and owns the 'work' the lesser he/she will hold the organization responsible for faults. It's proactive and takes lesser investment to have a employee curing the fault than to loose the fault finder and place another in the faulty position."

- Arnob Bhattacharya, Lead Consultant, HCL technologies, India


"Motivating agents is best achieved by creating a supportive environment and using sound telephony, technology, software, working practices, natural light, feng shui principles, intelligent workspace design, ionisation, scent technology and variety of work as an aid to mental and emotional stimulation. Above all they need to believe in the organisation they are working for and the people they work under. Agents need to feel that even in a flat organisational structure they can move on to other parts of the organisation or elsewhere through becoming marketable."

- John Gelmini, telephone and e mail strategy manager, essex county council, United Kingdom


1. Interpersonal relationship between agent and team leader.
2. Balancing health and hygiene of the agents.
3. Incentive scheme for quality sale.

- Pravin Vishwasrao, Human Resources Manager, GTL Limited, India


a) Enable the top performers to choose their incentives - choose shifts, parking and other benefits.
b) Visible and fun events to boost the performers and acknowledge their performance.
c) Easy competitions and manageable targets and results is essential.

- Attilio Dalvit, Technology Implementation Manager, Europ Assistance, South Africa


"Within my team, I always keep them informed and lead by example. I impress upon them the work that is required, but we have fun with it. If your team laughs at work, then you know they are having fun. When they stop laughing, something could be wrong. Regular 1-on-1's with the team also help. They then know where they are with regard to their goals, what needs to be done to achieve them. I've had positive feedback, with regard to the meetings. As they know where they are each month and what needs to be done. There is no shock at the end of the year when a focal review is conducted. Weekly meetings with the team - we go over any issues and do a case review. This is where we share information on how cases were resolved and discuss any conflicts with customers or other departments. We have monthly drinks, where the whole building (mostly tech support) can relax and mingle with other staff."

- Craig Bonfield, Backline Support Manager, Symantec, Australia

"Ask them what motivates them. There is no single right answer, no tricks. Treat people with respect and you get an engaged team."

- Michael Muldoon, Customer Service Manager, Diageo, Ireland

"- Individualised recognition.
- Celebrate success.
- Develop their skills and provide them with a clear career path."

- Andrew Peel, General Manager, Datacom Connect, Australia


"Same as most employees – pay them well, give them constructive and quality feedback but most importantly help them to balance their family and personal requirements with work."

- Robert Hill, Team Leader, Queensland Police Service, Australia


"- Short term monetary gains - Launch on the floor daily incentives.
- Long term monetary gains - Have an aggressive quarterly incentive plan.
- Daily Gains - Give time off if people hit targets well in advance.
- Fire the non-performers - Acts as a motivator to people who perform."

- Hari Raghunathan, Sr. Manager, Operations, , India


1. Let them work from home
2. Recognise the individual

- Ken Persson, Cofounder, Nordic Homesourcing AB, Sweden


"I work on the three F's - Fun, Flexibility and ....Food. Giving consultants rewards for excellence, acknowledgement for a job well done and recognition for going above and beyond. The environment the team operates in can be very negative, so we put a big emphasis on sharing experiences, customer bouquets and striving to make every call fresh and new. It's a big challenge as I think a lot of customers treat call centre staff appallingly. They can bully consultants and be very aggressive and think that's okay because "the customer is always right.""

- Stephen Diss, Call Center - Operations Manager, Fisher & Paykel Finance Limited, New Zealand

"Monetary rewards are the most important tool for motivation, yet having a comfortable atmosphere and good work space also affect the motivation for the agents."

- Alaa El-Daly, IT Manager, ECCO - Egyptian Contact Center Operator, Egypt

"Agents are caught between the customer and their supervisors, with both expecting results. The most important aspect influencing the agent's ability to satisfy both, is the system the agent is required to use in the process. Improving the usability and empowering agents through systems has the single biggest impact on their morale. Time off is, in some instances more powerful than financial reward, but is closely followed by financial reward. Utilising all of the agents' strengths in business gives them a higher degree of job satisfaction because they feel appreciated as an individual and that the company recognises their value."

- Hennie Lange, Operations Manager, Sanlam, South Africa

- Flexible work scheduling to meet agents' wants is effective for reducing turnover.
- Commendation for agents achievements.

- Chiaki Hishinuma, Ph.D, Chairman, Japan Telemarketing Association, Japan


"- give your agents information to understand bigger picture and to feel as a part of community, explain them their contribution and their place in big picture - talk with them, individually or in a smaller groups, not always only about a job but also about their private life, their children, hobbies etc., let them know that you are treating each of them as a person - talk whenever you have the opportunity to talk with your agents - during official meeting, during lunch breaks, coffee breaks, .... - give them feedback positive and/or negative immediately (if it is possible) - listen what your agents have to tell you - their ideas and proposals very often are the best one in a way how to improve some procedures and increase customers satisfaction"

- Vesna Ivanis-Luksa, Call Center Manager, VIPnet, Croatia


1. treat then like humans and not battery chickens,
2. set realistic targets and provide rewards for quality service,
3. variety of work.

- Simon Gamble, Call Center Consultant, Capita, United Kingdom

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Tuesday, September 1, 2009

Printer Friendly Version Printer friendly version

2022 Buyers Guide Workforce Management


Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.


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.


Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.


Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

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!

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.

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.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

10.) 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.


VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

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.

Simucall limited

Assessment of Contact centre job applicants
Pay As You Go remote assessment tool for contact centre job applicants.

NO set up or registration fee and NO minimum use contract

Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure.

Full management dashboard

Pay per completed assessment (no charge if abandoned or not taken by the deadline you set)

Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk

Variety of UK accents used by callers (of different ages and genders)

You retain control of all communication with the applicants

About us - in 60 seconds!

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