Playvox
JANUARY 11, 2024
Reporting and Analytics No improvement cycle is complete without the ability to analyze outcomes and performance and share reports with teams and business leaders. The result—it’s easier to build schedules and manage the daily fluctuations 3. Spreadsheets don’t function well as a reporting tool.
Playvox
JANUARY 25, 2024
Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. Understand performance with dynamic reporting features and deeper insights, and deliver consistent and automated coaching tied directly to quality results and customer interaction analytics.
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Fonolo
MAY 30, 2023
The Golden Rules of SLAs Real-time adherence Studies show that contact centers with WFM tools have a 7.5% higher adherence rate than those without. Real-time adherence ensures that contact centers can react quickly to changing customer demand. Forecasting Accuracy The software should have robust forecasting capabilities.
Serenova
APRIL 19, 2020
Advanced Reporting & Analytics. The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable. Serenova WFM can help minimize administrative effort, improve agent engagement and schedule adherence, and reduce labor costs. Global Scalability.
Fonolo
DECEMBER 9, 2021
The Fonolo Portal puts real time insights and analytics at your fingertips so you know where your contact center and agents stand. Also, holding people accountable for their own growth helps to keep agents feeling engaged throughout the process. Schedule adherence. . DID YOU KNOW? Average hold time. Call quality. .
OctopusTech
MARCH 1, 2023
Product and tech support Customers call for help to solve a wide array of issues, from returning damaged products or changing account information and passwords to complaining about product malfunctions. Speech analytics tools can screen 100% of recorded calls to identify common issues and individual calls that need further attention.
Noble Systems
MARCH 19, 2021
The IVR can also provide advanced features, such as self-service for items that don’t necessarily require a live person (ie, checking an account balance). A call center for small business can move routine customer queries to self-service, such as confirming appointments, checking order status or account balances, or even paying a bill.
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