2022, Agent burnout, Morale and Service level

Creating a Successful Call Center Culture

Global Response

AUGUST 7, 2023

Consider these key strategies that we’ve used successfully for 40+ years in creating call center cultures that strengthen employee engagement and retention while improving customer service levels. Consider that happier employees with stronger morale will provide better customer service and tend to be friendlier on calls.

Call Center

Call Center Morale Employee engagement Customer centricity

The Importance of Accurate Forecasting for Omnichannel Volume

Playvox

MAY 25, 2023

For example, in a contact center, WFM helps maximize the use of agent labor by forecasting the volume of interactions — calls, emails, chat, ticketing, etc. — and scheduling the correct number of agents with the right skills at the right time to handle the expected volume of transactions.

Contact Center

Contact Center Workload forecasts Agent burnout Customer retention

Customer Contact Central

Creating a Successful Call Center Culture

The Importance of Accurate Forecasting for Omnichannel Volume

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