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

Playvox

NOVEMBER 1, 2022

A remote work location requires a different mindset from contact center management — and a distinct set of guidelines. Remote work agreements make clear for both agents and managers what the qualifications are for working outside the office and what’s expected of those who do. What Is A Remote Work Policy?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Hodusoft

DECEMBER 28, 2022

What is Call Center Management? Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. By implementing call center management, organizations can accurately measure, monitor, and optimize their performance. What is call center management?

Best practices 52

Best practices Call Center Metrics call center software 52

Fonolo

DECEMBER 9, 2021

Sure, if you’re hiring correctly, your contact center will be filled to the brim with the right personalities and work ethics for success—but being surrounded by the best call center agents means effective training, constant support, and strategic goal setting. Abandon rate. GET YOUR FREE SCORECARD TEMPLATE.

Contact Center 81

Contact Center Schedule adherence Abandon rate Average Handle Time 81

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Pointillist

JANUARY 25, 2019

Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view. That adds up to 40+ days on hold for every person over the course of a lifetime. Average Call Abandonment Rate If customers are waiting on hold too long, they are likely to abandon calls.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Hodusoft

JUNE 7, 2024

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. He famously said “Management is all about managing in the short term, while developing the plans for the long term.” Why do businesses need call center management?

Best practices 52

Best practices Call Center Omni-channel support Management 52