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Executive Interview : We Asked Members Who Run Centers How Have You Adapted To Manage the Covid-19 Pandemic?

If you operate a contact center how have you adapted to manage the pandemic?

Dimitri Pratamaputera Irman
Contact Center Agent
Pertamina
Indonesia

"Protect your employees!
- We can start to draw a plan and executing the plan to support and to protect our employees that is consistent in our government and company's conservative and protection policies.

Set up a functional response team.
- Create a response team and choose a higher rank person to report it directly to company CEO

Set-up a strict ground rules
- set-up a strict rule and apply it to all member of the staff to prevent strain transmission inside the company building."

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)
 
Charles Jackson
Vendor Manager
Grabtaxi
Singapore

"We have BCP’s in place that allow us to utilise space in our outsourced partners as well as in house, as well in some cases additional contact centre space not currently utilised"

 
J
20 South Partners, LLC
United States

"Focus on remote work / WFH plans and disaster recovery."

 
Jassica Ong
Team Lead
ST Electronics
Singapore

"We exercise social distancing by working in separate offices/rooms and also have lunch break at different time slots without overlapping to eliminate/minimize opportunities to interact physically."

 
Lígia de Sá Oliveira
Chefe de Equipa Back Office
ManpowerGroup Portugal
Portugal

"At this moment we have DGS directions as well as internal prevention measures that we have to follow, for example:
- Inform direct management and proceed to the isolation area;
- Contact 24 Health Line - 808 24 24 24;
- SNS talks to work and identifies whether it is a suspected case or not."

About ManpowerGroup Portugal

Companies must have a clear picture of the outcome needed to win - now and in the future - and accelerate their business strategy. The successful ones know more than just the number of people needed t... (read more)
 
Steven Tippe
Manager, Product Support & Training
FCC AgExpert
Canada

"All of our employees are equipped with laptops and while it's not something we've ever instituted before, are capable of working from home. Internally, we've bumped up the messaging around staying home if you're unwell and how to reduce the spread of germs in the workplace. (Hand washing/sanitizing, sneeze/cough into your arm or elbow, not your hand, etc)"

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

"We cope with pandemic influence on our customer service from three different angles, space management and backup, employee management and backup, and system support.

1. Space backup: CUB’s customer center has 5 offices located at three different sites.

2. Space segmentation: The spaces in 5 offices has been divided into different blocks and fixed traffic flows. Such measure can lower the chance of cross infection and complete shutdown due to an office outbreak.

3. Employee backup: Employees in our customer center are equipped with multiple skillsets so that we can adjust our working group according to different situations or assign members to support coworkers in other offices.

4. Intelligent customer service resources: Our intelligent customer service, a virtual customer assistant, can cover more than 90% of the center’s operation. If the pandemic severely influences our workforce, our intelligent customer service is still able to cope with a majority of problems.

5. Work from home: Our intelligent customer service will be the front-line to handle customers’ problems. If those questions can’t be addressed by the system, our quarantined CSRs are still able to take over the job."

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

"First, with the awareness of the agents, giving them recommendations and giving them gel and disinfectant towels, we also stopped using the access control biometric."

 
Handel Gibbings
Service Desk Director
CDMS Inc.
United States

"We currently have a provision that we can employ where our agents will be supplied IP phones and the phone system can direct calls to them so they can work remotely while they connect via our company's VPN. It has not been employed yet as we're waiting on direction from governmental authorities."

About CDMS Inc.

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

"Promoting Health and Hygiene as the number 1 priority for all staff
Doing our best to minimise panic and ensuring communication from the Senior Leaders is frequent"

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

"Avoid contact with persons such as shaking hands, hugging, and also always washing my hands using soap and water."

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

"We have implemented a work from home approach. All agents and managers are operating from home using cloud based products"

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

"Staggered work hours, at-home expansion, temporary sites. Lots of communication."

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)
 
Duncan Wallace
Principal
InterGlobal Management Group
Australia

"Our delivery centres are in Kenya and South Africa with no impact to date as cases in Africa negligible so far"

 
Arif Mehmood
Manager Operations
Luza Corp
India

"We will allow work from home"

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

"We are making policy to minimize contact with others even among the agent itself. Also, we are terminating the face to face service at the moment."

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.
 

Pakistan

"I have increased software support and have allowed the agents to work remotely from home or from the place of their convenience. so that they can still work however it has increased the security risks regarding sensitive information and Network Security"

 
Adam Nagy Tyukos
Senior Account Manager
Crome Communication kft
Hungary

"Policies for sanitation
Policies for checking health status
Backup plan for home-office, and complete closure"

 
Leonard Chan
Chief Strategy Officer
800 TeleServices
China

"Promoted automated service; artificial intelligence robot solution; home agent solution.
Issue COVID-19 precautionary and preventive guidelines to all staff; supply employee necessary protection items such as protective mask, disinfectant alcohol, hand sanitizer, etc. Strengthen communication with employees to comfort staff concern on the pandemic and eliminate untrue rumour."

 
Skuli Skulason
Managing Director (CXO)
Reykjavik Energy
Iceland

"Yes we have by as soon as the government issued emergency status we sent almost everyone home with their office equipment and have been running the company that way for a week."

 

Today's Tip of the Day - Find The Right Solution

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

Published: Thursday, March 19, 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
 

About us - in 60 seconds!

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