Noble Systems

MARCH 22, 2021

In the first blog in this 2-part series, we discussed the top healthcare contact center trends. Automated WFM efficiently and effectively provides accurate forecasting, skills-based staffing optimization, intra-day changes, and schedule adherence. Ebook: Enterprise Contact Center Strategies for Healthcare Organizations.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Playvox

JULY 14, 2023

Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics. Having contact center software in place to automatically detect holds and dead air is a great way to minimize abandonment rates, maximize efficiency, and highlight areas for improvement.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

JUNE 22, 2023

What trends, such as AI , will shape CX in the coming years? Allow for additional customer sentiment comments in surveys and categorize them to spot trends for improvements. Put in place callback options during peak time periods to reduce wait times and call abandonment rates. Is your call center prepared?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52