Co-nexus Blog

Upcoming Webinar Next Thursday: Five Key Benefits of Utilizing Workforce Management Software

Posted by Crystal Jackson on February 23, 2018

Co-nexus is hosting an upcoming webinar on CXM Workforce Management software. Legacy workforce management software has a reputation for being a complex tool with many features, that most contact center managers rarely use.  Attend this webinar to learn five key essentials to having an effective WFM program that will simplify contact center forecasting and scheduling while optimizing your employee resources. 

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Topics: Workforce Management

5 Tools Your Contact Center Needs

Posted by Crystal Jackson on September 27, 2017

Contact centers are a bustling environment of sales, customer service and hotlines. The are filled with software, computers, technology, hardware, and phone systems. Each day supervisors manage agents to ensure policy and procedure adherence and maintain service levels. Here are five tools all contact centers should be using:

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Topics: Call Recording, Agent Coaching, Quality Monitoring, Performance Evaluation, Workforce Management

View Webinar on 5 Methods for Building a Better Forecast in the Contact Center

Posted by Crystal Jackson on August 22, 2017

Co-nexus hosted a webinar on Five Methods for Building a Forecast. We will review five different types of forecasting and how to use them to best predict your future agent requirements. The webinar will include best practices, a live demo and a Q&A session.

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Topics: Contact Center, Workforce Management, Workforce Optimization, Forecasting

6 Rules for Inbound Contact Centers

Posted by Crystal Jackson on August 2, 2017

Workforce optimization is the practice of improving and automating the overall efficiency of employees at an organization. Are you currently scheduling your employees through the use of Excel spreadsheets? Did you know that you can gain up to 30% more out of your staff by utilizing a Workforce Optimization program. Software allows organizations to be better with their time and labor which impacts the organization’s bottom line.

Here are six rules for inbound contact centers:

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Topics: Contact Center, Customer Experience, Workforce Management, Workforce Optimization

Are You Properly Managing Your Workforce in the Contact Center?

Posted by Crystal Jackson on July 17, 2017

Workforce management is a struggle for many contact centers due to high turnover, attrition, shrinkage and agent adherence to schedules.

Being able to keep costs low while maintaining customer service levels can be challenging. Many organizations use spreadsheets which do not support multi-skills for agents. If you are not using a workforce management tool, you are paying more in labor than you should be or you may have calls backed up due to not having the right people in the right place. Here are a few benefits of implementing a workforce management software program:

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Topics: Contact Center, Workforce Management, Workforce Optimization

We offer a full range of products and services, including a comprehensive suite of voice products, data networking solutions, managed services and cloud services. Co-nexus recognizes business needs vary and finding the right technology solution is only one part of the equation. Combining the technology with the proper design, implementation and ongoing support gives our clients the best possible return on their investment.

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