Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Ensuring that employees can be a part of managing their schedule has big benefits. Workforce management processes focus on optimizing how, where, and when work gets done, and who is best suited to do the job.

Self service 85

Self service Management Coaching Contact Center 85

NobelBiz

FEBRUARY 21, 2023

This is where the need for better management of callbacks in contact centers emanates. And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. The answer is personalized Customer Experience and User Experience. The solution?

Best practices 52

Best practices Contact Center Abandon rate Management 52

JustCall

APRIL 3, 2024

So, how do you manage call surges during unanticipated high-traffic periods? This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most! This includes lead management, call logging, and generating summaries. High call volume: What is it?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Fonolo

OCTOBER 25, 2022

Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. This may include sick days, unapproved personal days, and extended breaks at the office. Abandonment rate.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

NobelBiz

MARCH 6, 2023

Predictive dialer software can also play pre-recorded messages, such as greetings or appointment reminders, before connecting the call to an agent. Moreover, it can provide real-time analytics to managers, allowing them to monitor call center performance and make adjustments as needed.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Playvox

APRIL 27, 2023

Let’s take a closer look at each for a deeper understanding of how they can bring a positive transformation in the personalized service you deliver as well as your daily operational efficiency. Today, though, customer service agents handle a variety of channels that operate far differently.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. The Contact Center Guide to Managing Spikes in Call Volume. Click To Tweet.

Call Center 150

Call Center Management Agent burnout Employee engagement 150