Playvox
JULY 14, 2023
Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics. Do your contact center agents often place customers on hold or need to engage other agents to help them service a customer? This is likely the area where you can make the most significant impact.
Playvox
JULY 31, 2023
Ensuring that employees can be a part of managing their schedule has big benefits. Improvements in schedule adherence , occupancy rates , and efficiency mean the return on investment (ROI) on WFM is potentially enormous when you find an effective workforce management solution.
OctopusTech
MARCH 1, 2023
Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed.
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