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Executive Interview : COVID-19 - We asked members around the world for any other comments or opinions to share!

Read their comments below.

Dimitri Pratamaputera Irman
Customer Voice Management
Pertamina
Indonesia

"This Viruses not only spread a deadly disease and pandemic but coronavirus also spread fear towards employees, if we can teach them how to prevent the spreading and have a healthy lifestyle we can make our employee feel safe so they can keep doing their jobs in safety and healthy environment.
By teaching our employees on how to prevent the spreading and have a healthy lifestyle not only we give our employees a safe and healthy environment but also stop the spreading."

About Pertamina

PERTAMINA's activities in conducting business in the field of energy and petrochemicals, divided into two sectors, namely Hulu and Hilir, and supported by the activities of Subsidiaries and Joint Vent... (read more)
 
Chaitanya Chokkareddy
Chief Innovation Officer
Ozonetel Systems
India

"Ozonetel has always been flexible with work from home model, fortunately, we still have not seen any impact on our employees, and we have taken all the necessary precautions guided by the authorities. From client’s perspective, we are observing curiosity to understand how work from home model can help and we are assisting them in this process."

About Ozonetel Systems

Ozonetel Systems is a Hyderabad-headquartered cloud telephony services firm.
 
Jassica Ong
Team Lead
ST Electronics
Singapore

"We have sped up the implementation of Live chat where our agents are able to work from home."

 
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Steven Tippe
Manager, Product Support & Training
FCC AgExpert
Canada

"Our thoughts and prayers are with all those affected."

 
Kai-Ling Chen
Assistant Manager, Lead of Customer Service Analysis
Cathay United Bank
Taiwan

"Because Taiwan has been through SARS period in 2003, Taiwan government and people are highly aware of the severity of coronavirus. Therefore, when our bank enforces related measures (listed as below), our employees show high cooperation.

1. Setting up temperature check stations and disinfectant supplies at each entrance
2. Taking temperature check periodically by assigned staff
3. Wearing masks in meetings and elevators"

About Cathay United Bank

Cathay United Bank (CUB) is Taiwan largest private bank which is one of the subsidiaries of Cathay Financial Holdings. CUB has 165 branches in Taiwan and 67 overseas offices. CUB provides comprehensiv... (read more)
 
Roger Calix
Manager
Caribbean Contact Center
Honduras

"Hopefully it does not happen, but if a rep is contaminated with this or any other bacteria, the effects on the site would be very serious, I think we should have a plan B, how to operate from home in extreme cases and that our clients allow us"

 
Handel Gibbings
Service Desk Director
CDMS Inc.
United States

"Folks are genuinely anxious about this virus, but reassuring your most prized "assets" like your employees should trump anything else. After all, you need a calm and focused workforce to ensure your business continues humming during all circumstances."

About CDMS Inc.

Managed Service Provider
 
Mattie Minas
General Manager, Customer Contact Centres
Spotless
Australia

"Communication is key."

About Spotless

At Spotless, our customers are at the heart of everything we do. Our purpose is to create and sustain the modern environment by building trusted relationships with our customers. Our promise is to wor... (read more)
 
Anne joy Nakalanzi
Sales manager
Uganda

"Workers are very suspicious as they tend to segregate their fellow workers who have flue."

 
Dave D'Arcy
Director EMEA Customer Care
RingCentral UK Ltd
United Kingdom

"Clear leadership has been the key. Have a single policy and stick to it. Don't allow media messaging to guide changing path"

About RingCentral UK Ltd

RingCentral Engage is an all in one tool that empowers you to receive, process, and respond to messages from all digital channels (social networks, live-chat, mobile, emails, communities, Chatbots, Wh... (read more)
 
Elizabeth Glagowski
Public Relations
TTEC
United States

"It's brought out the best in people. We are all in this together across our locations and business units around the world. The health and safety of our employees and communities is our number 1 priority."

About TTEC

TTEC Holdings, Inc. (NASDAQ: TTEC) is a global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience. TTEC Digita... (read more)
 
Garry Schultz
Principal
RotR
Canada

"Don't panic. Management layer personnel should be coached on how to dull the human inclination to panic. Find the small percentage of personnel who tend to light-fires of de-motivation and coach them to become part of the solution."

About RotR

Customer Success consultant
 
Duncan Wallace
Principal
InterGlobal Management Group
Australia

"The main impact for us as a business is delayed new business. Our focus is on current requirements and mitigating excess volumes around other less impacted products ie Telco call volumes are as expected. Anything travel related - flights, accommodation, restaurants, entertainments - let’s call them Lifestyle products - is where the pressure lies. To this end if any colleagues/centres are looking for an escape valve viz overflow calls etc and particularly digital/virtual support, we are here to help."

 
Nugroho Juli Purnama
Head of Customer Service
Directorate General of Treasury
Indonesia

"We do hope and pray for people in the world, please stay safe everyone."

About Directorate General of Treasury

Directorate General of Treasury (DGT) is an Indonesian government unit under the Ministry of Finance responsible for the nation's finance including state revenue, payment, accounting, and reporting.
 
Charlie Turhan
Director of Channel Development
Call Center Studio
United Kingdom

"The effects of this virus caused us to expand our horizon and assisted us to bring some brand new solutions. We have initiated to work on the situation at instant, and succeeded to assist people so that they can work remotely. Agents that preferred us are at their homes right now, working in a virus-free zone."

About Call Center Studio

Call Center Studio is a powerful multi-channel, scalable AI-powered software which is designed to enrich the experience for both your agents and your customers.
 
Jacque Lim
First VP, Group Head of Operational Excellence
United Overseas Bank Ltd
Singapore

"Do not panic, get info from professional and approved source, boost up your own immune system, social distancing, be responsible to yourself, your families and others. Last but not least, follow the government directives (especially the Health Ministry) and stay healthy."

About United Overseas Bank Ltd

United Overseas Bank Ltd
 
Mohammadreza Riazi
Trade Manager
Baran Communication Center
Iran

"we and our people took care of over selves by health instructions and also tried not to loose our connection from our clients"

About Baran Communication Center

our company is a dealing wholesaler, distributor and service provider in the fields of communication.
 
Mark Walton
CEO
Sensée
United Kingdom

"This will enable Home Working to truly take centre stage in future strategies of businesses globally."

About Sensée

Sensée helps UK organisations to improve their business performance and provide customer service. Our team of service advisors (as well as our support and management staff) are employed and work entir... (read more)
 
David Lee
Director - Central Outreach & Engagement
Landmark Health
United States

"Good luck to everyone and please stay vigilant and take care of your employees as they are YOU and your voice."

 

Pakistan

"Well So Far the fear factor has been hyped besides medical practitioners have not been seen telling cure and preventive measures to be taken. State and Non State Institutions should play their role to raise awareness, care taking and Treatment. We can only lower this Panic if we have been told a complete plan to cope with this untoward situation. This Plague has harmed the entire world and i reckon this is the time to work hand in hand as to eradicate this pandemic. It should be taken as a call for global unity on this issue"

 
Asad Qasmi
Head (VP) Customer Experience
TCS Private Limited
Pakistan

"Complete shutdown has been enforced now so all businesses are operating as best as they can from home or completely shutdown"

 
Rebecca Martin
VP, Marketing
Calabrio
United States

"In times of crisis, contact centers and the agents that serve as the face and voice of the brand, are critical. It is imperative that we understand that technology can be vital to make us more efficient, more connected and more responsive at a moment’s notice. But the human side of our businesses are equally, if not more, important. Agents across the globe are being tasked with helping provide clarity and calm to a world that is experiencing unprecedented upheaval. Leaders need to pay attention to their employees, maintain a reasonable structure of expectations and provide an outlet for sharing and supporting."

About Calabrio

The digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agen... (read more)
 
Susan Kendall
President
Tapcheck
United States

"The virus will move a lot of functions of employee management to the cloud and enable companies to operate HR and Payroll and how they pay people remotely when needed. Giving employees the ability to get paid when they need it with no cost to the employer and no funding by the employer will change the way companies deliver pay checks. Tapcheck simply takes the advanced pay back on payday."

About Tapcheck

Tapcheck offers a free for Employers highly-impactful financial wellness benefit that employers can offer to their employees that automates the ability for employees to access their earned pay on-dem... (read more)
 
Scott Ross
Executive Vice President Sales and Marketing
Radius Global Solutions
United States

"It's been extremely disruptive to say the least, and we are preparing for this to last for at least the next few months"

About Radius Global Solutions

Radius is a global provider of business process outsourcing, including customer acquisition, customer care, and support, and collections.
 
Denis Charron
Optimization and Process Expert (Telephone Access and Client Services)
Mcgill University Health Centre
Canada

"The rapid escalation of measures is creating stress and anxiety for our staff. There is a great need for communication and support from management."

About Mcgill University Health Centre

The McGill University Health Centre (MUHC) is an academic health centre. Building on the tradition of medical leadership of its founding hospitals, the MUHC provides multidisciplinary patient-centric... (read more)
 
Yuvaraj
Executive
ABC
India

"It is very tough for working business people because we meet every day & take time for everyone - now we have to be more careful to self from protect corona virus"

 
Jean-Marie Verdier
Director
WCT INTERNATIONAL SAS
France

"Everybody is avoiding to go to the public places and also avoiding the public transportation..we have soaps, antiseptic gel and masks at our office"

About WCT INTERNATIONAL SAS

WCT INTERNATIONAL is a French company specialized in Customer Service in the fields of Logistics, Customs, and Fiscal representation. We are helping and managing the Customers relations for the accoun... (read more)
 
Mitesh Shah
Sr. Business Director
Sutherland
United Arab Emirates

"New Acquisitions and Expansion will be slowed down."

About Sutherland

As a digital transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics.... (read more)
 
Graham Thomson
Director, Customer Contact Centres
Panago Pizza
Canada

"Stay up to date on the development of the Pandemic and act quickly before your ability to choose the next step is removed by the virus or the government."

About Panago Pizza

Panago Pizza is a national Canadian pizza franchise. We serve fresh delicious pizza through our franchises across the country.
 
Leonard Chan
Chief Strategy Officer
800 TeleServices
China

"There are always opportunities in every crisis. We need to focus on keeping our priceless people assets; and at the same time explore how automatic / AI technologies can help to maintain service continuity in case of global crisis."

 
Skuli Skulason
Managing Director (CXO)
Reykjavik Energy
Iceland

"The most important things are:
- Keep people informed about what you are doing, what is going in in your company, what decisions are the managers taking, how many has been infected and so on.
- Be honest, otherwise people will not trust you and that can affect your business for long time.
- The management team must be a one strong team that speaks as one. Only one, the CEO, speaks for the company.
- Don't panic, this is a temporary situation."

 
Andrew Begnoche
Director of Operations
Holdcom
United States

"Communication is key. Open honest conversations to review your plan and strategy and being sensitive to each persons level of concern. Being busier has forced everyone to focus on work and cut down on chatter, rumors, etc."

 
Massimo Palumbo
VP - Global Data Center and Consumer Services
IGT Italy
Italy

"Again, this is global. I'm in Italy but unfortunately all the Europe will have the same situation soon"

About IGT Italy

IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.
 

Today's Tip of the Day - Pre-Employment Testing

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

Published: Thursday, April 2, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Workforce Management

 
1.) 
Alvaria

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.

2.) 
Alvaria

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.

3.) 
Calabrio

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.

4.) 
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.

5.) 
Eleveo

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.

6.) 
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!

7.) 
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.

8.) 
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.

9.) 
OpsTel Services

SPEED & PLUS
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

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.

11.) 
Vads

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.

12.) 
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.

13.) 
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
 

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