Playvox

FEBRUARY 20, 2024

Let’s talk about solutions and best practices you can leverage to set your remote teams up for success. Leverage a Workforce Management Solution When you have a globally dispersed team, it becomes even more important to leverage a solution that accounts for differing schedules and skill sets.

Management 88

Management Gamification Calibration Quality management 88

Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. Schedule adherence is the degree to which agents do what they are scheduled to do in terms of being logged on. ?It

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

COPC

APRIL 19, 2023

There also needs to be a mechanism to determine which metrics consistently meet targets and show sustained improvement. Viewing performance separately can help uncover both areas of opportunity and best practices. Nothing causes motivation to evaporate more quickly than holding staff accountable for things outside their control.

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71

Playvox

JULY 31, 2023

Ensuring that employees can be a part of managing their schedule has big benefits. Improvements in schedule adherence , occupancy rates , and efficiency mean the return on investment (ROI) on WFM is potentially enormous when you find an effective workforce management solution.

Self service 85

Self service Management Coaching Contact Center 85

OctopusTech

MARCH 1, 2023

Product and tech support Customers call for help to solve a wide array of issues, from returning damaged products or changing account information and passwords to complaining about product malfunctions. Best Practices For Effective Inbound Calls Strategy 1.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Customer Service Life

FEBRUARY 28, 2023

It’s at this point in the meeting that they reveal the millions of metrics available to any contact center leader who adopts the platform. In this case, supporting metrics like average handle time and schedule adherence are managed to optimize the time spent with customers. I’ll come back to quality in just a bit.

Contact Center 83

Contact Center Metrics Schedule adherence Average Handle Time 83

Talkdesk

JUNE 7, 2019

Why You Should be Tracking Call Center Shrinkage in 2019 Do you know how many of your scheduled call center agents are actually available to take calls at any given time versus how many are on break, attending team meetings, doing after call work, out sick or late to their shift? This percentage is known as shrinkage.

Call Center 46

Call Center Schedule adherence Average Handle Time Contact Center 46

Playvox

APRIL 19, 2023

All of these factors, however, can easily be avoided with a change of mindset — and some best practices — not only for the agent but for the organization as a whole. When agents comply with their schedules, they can complete their assigned tasks on time, minimizing the chances of delays and missed deadlines.

Time management 56

Time management Contact Center Management Schedule adherence 56

Noble Systems

MARCH 19, 2021

The IVR can also provide advanced features, such as self-service for items that don’t necessarily require a live person (ie, checking an account balance). A call center for small business can move routine customer queries to self-service, such as confirming appointments, checking order status or account balances, or even paying a bill.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Taylor Reach Group

AUGUST 23, 2017

Best practice is for management to be transparent regarding what the performance standards are and why they are important. Schedule Adherence. It is a best practice to share these metrics with the Agents. Agents are human beings and like all of us, they want to know how they are performing. Login time.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66