Do Workforce Administrators and Agents Really Want Total Intraday Process Automation?

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

Workforce administrators have a tough and time-consuming task: keep contact center staffing and contact volume balanced (“contact volume” because there are now not only phones, but multiple communication channels to staff). Workforce managers must constantly monitor the calls/agents ratio and proceed through a series of often very manual steps to retain or bring in agents […]

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WorkFlex Solutions Announces Patent Award for Dynamic Workforce Optimization

Under Blog Post, Home Sidebar, Press Releases | Posted by WorkFlex Solutions LLC

Staffing Agility Empowerment Solution Enables Optimized Intraday Performance for Contact Centers CINCINNATI, OH (PRWEB) MARCH 21, 2017 – WorkFlex Solutions, the industry leader in Intelligent Intraday Automation® for contact centers announced that it has been awarded a patent from the U.S. Patent and Trademark Office that enables contact center operators to effectively optimize interval-level staffing across […]

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What to Do When the “White Death” Cometh and Your Contact Center Is Empty

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

A snowstorm was pounding parts of the northeast yesterday. A real blizzard. Dumping three inches per hour. White-out conditions. Roads impassable. Everything coming to a standstill. No one showing up for work. Forget about customer service. These weather events occur regularly. It would seem wise to find a way around the inevitable paralysis. If you […]

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Reasons Contact Center Employees Stay on the Job

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

  Last month, ICMI posted an article by Customer Care Manager Jenny Dempsey on the top five reasons employees stay put in their positions. She did an informal survey of her friends and acquaintances on Facebook and found that regardless of their particular position in the company, their views on the subject were remarkably similar. All […]

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Concentrix to Expand Deployment of WorkFlex Products

Under Blog Post, Home Sidebar, Press Releases | Posted by WorkFlex Solutions LLC

Intelligent Employee Empowerment Suite Optimizes Contact Center Employee Satisfaction, Utilization and Performance Cincinnati, OH and Fremont, CA – February 23, 2017: WorkFlex Solutions LLC (WorkFlex), the industry leader in intelligent employee empowerment solutions for contact centers, today announced a product deployment expansion contract with Concentrix Corporation, a leading global business services company. WorkFlex provides contact […]

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Over-Automation or How to Ruin the Customer Experience

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

It could just be me, but I doubt it. I’m not a fan of customer service automation. Period. This may sound peculiar and tinged with hypocrisy coming from someone promoting automation technology for the contact center. It is not, however. WorkFlex technology automates specific internal contact center processes, not customer service. By “customer service,” I […]

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Love My Flex: Contact Center Agents ♥ Schedule-Change Flexibility

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

It’s Valentine’s Day and everywhere the reds and pinks of hearts, kisses and roses are plastered to the walls and shelving of groceries, drug stores and flower shops. In contact centers around the world, there are perhaps agents dressed in Valentine palettes, trading Conversation Hearts, and hoping for some Valentine treats in the break room. […]

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Achieving Top Performance in the 21st Century Contact Center

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

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

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

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?

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

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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