Fonolo

FEBRUARY 17, 2022

After all, happy agents lead to happy customers and, ultimately, award-winning customer experience. . Your first step to keeping agents happy and working efficiently is creating and executing a thorough call center workforce management (WFM) strategy. . Your All-in-One Guide to Call Center Workforce Optimization.

call center workforce 87

call center workforce Call Center Management Contact Center 87

Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Getting all those nuts and bolts to run in perfect harmony is often referred to as call center workforce optimization (WFO).

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience. Why do metrics matter?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52