Playvox

FEBRUARY 20, 2024

” Before bringing in an automated solution for scheduling, many call and support centers may have had entire teams dedicated to managing schedules, adherence, time off, and other complexities that come with managing a remote workforce and global teams. And, there is no need to go all out on the types of rewards offered.

Management 88

Management Gamification Calibration Quality management 88

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Globally, a 2022 Gallup report shows that only 21% of employees are engaged in their work, with about 35% of the U.S. Focusing on values and seeking feedback.

Management 86

Management Schedule adherence Coaching Contact Center 86

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. Quality assurance reviewers may give feedback based on only one or two recorded calls, which the agent may not see as representative of their overall performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Noble Systems

AUGUST 1, 2019

If you notice that an agent’s schedule adherence has taken a dive, it is time to have a talk to determine if they are experiencing burnout. When agents feel overwhelmed, they often become impatient and irritable making it more difficult to appropriately handle minor setbacks and feedback. Decline in productivity.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

CSM Magazine

JANUARY 9, 2023

The collaboration enables Salesforce Service Cloud customers to more efficiently manage forecasting, scheduling, adherence, capacity planning and long-term scheduling within Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights. About Playvox.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

Noble Systems

SEPTEMBER 29, 2020

Optimize operational performance and lower costs – Get the critical data and feedback you need to effectively and efficiently manage agent and workflow processes across functions and teams, giving you a unified view of contact center performance. Gamification. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86