Accountability, Agent burnout and contact center workforce

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Accountability

Agent burnout

contact center workforce

Workforce Management for Call Centers: What You Need to Know

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Does your spreadsheet do all that?

Call Center

Call Center Schedule adherence call center workforce Management

3 Things to Consider When Picking a Call Center Workforce Management Software

Fonolo

MARCH 8, 2022

Managers need to account for the varying skill-sets and experience levels of their employees, as more experienced agents might be required for higher call volume times. Other considerations include business processes, agent capacity, performance, tenure, and availability to avoid compromising their engagement and loyalty.

call center workforce

call center workforce Call Center Agent burnout Management

Customer Contact Central

Workforce Management for Call Centers: What You Need to Know

3 Things to Consider When Picking a Call Center Workforce Management Software

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