Achieving Top Performance in the 21st Century Contact Center

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For contact center agents to deliver their best, they need to feel engaged and dedicated to your organization, their fellow team members and your customers. There are various surveys and reports available that discuss ways to achieve this, but one thing that seems to stand out is to provide your agents with the right tools […]

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Stop the Contact Center Revolving Door with WorkFlex

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In thousands of contact centers around the world, a weekly operations meeting takes place. The same topic seems to be on the agenda almost every week: “What can we do to reduce agent turnover, improve performance and keep costs down”? This discussion typically starts with the most senior manager present declaring, “We have to do […]

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What Exactly Is Agent Schedule-Change Automation in the Contact Center?

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An ongoing hot topic in the contact center industry is that of agent empowerment. The concept encompasses myriad particulars, among them, solid training that enables agents to gain a broad knowledge base that, in turn, makes them readily capable of delivering effective customer service, agent freedom to do “whatever it takes” to resolve customer issues, […]

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WorkFlex Solutions at Frost & Sullivan Annual Customer Contact East 2017

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WorkFlex Solutions will be participating in the upcoming 13th Annual Customer Contact, East: A Frost & Sullivan Executive MindXchange, April 23 – 26, 2017 at the Fort Lauderdale Marriott Harbor Beach Resort & Spa, Fort Lauderdale, FL. Come join us and dozens of your colleagues as we generate ideas & develop roadmaps to ensure our […]

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WorkFlex Demo at CRMXchange Tech Tank: Workforce Management 2017

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Join WorkFlex, Aspect and NICE at CRMXchange Tech Tank: Workforce Management 2017 on February from 2:00 to 3:00 p.m. Eastern to learn what you can do this year to boost performance of your contact center operations with the right technology. A December 2016 member poll conducted by SWPP for WorkFlex shows that: Almost 8 out […]

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How About Uniting Efficiency and Happiness in the 2017 Contact Center?

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When it comes to contact centers, happiness is not the word that comes to mind. Efficiency, yes, happiness, at least of employees, not so much. Contact centers want to be seamless operations of seamless customer service. That requires unbending, rather austere policies to ensure each right employee is at the right place doing the right […]

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The Most Popular WorkFlex Blog Posts of 2016

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From all of us at WorkFlex, “Warmest Season’s Greetings and Best Wishes for a Wonderful 2017!” The WorkFlex elf and his four-legged helpers have assembled the ten most popular WorkFlex blog posts of 2016.  They are listed below for your perusal and reading pleasure. Flexible Scheduling Becomes a Contact Center Recruiting Tool Whose Time Has […]

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Millennial Customers and Millennial Agents Demand Digital Transformation

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An article in a CRM eWeekly publication (Dec 7, 2016) stated that a recent contact center benchmarking report showed 42% respondents indicated a decline in voice-based customer services and an 87% increase in non-voice customer service engagement. The article explained how the next generation tech-savvy customer prefers digital channels in the form of social media, […]

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Mentoring Contact Center Agents Can Mean the Difference Between Loyalty and Leaving

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Who among us doesn’t remember a teacher, coach, professor, or other older individual whose input helped us grow up, expanded our understanding of the world, and gave us a dollop or two of wisdom that has accompanied us through life? Most of us think fondly of someone we met along the way. If we’re lucky, […]

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Personalizing the Agent Experience in the Contact Center

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Back in March, a blog post on ameyoengage.com listed six trends that would be driving business in 2016. Number one on the list was “personalizing the experience” for the customer. “Emotions have a lasting effect on the psyche. Instilling positive emotions into customer interactions makes them opt for the same service in future,” notes the […]

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