Accountability contact center solutions contact center workforce Schedule adherence 
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.
Playvox
JANUARY 25, 2024
Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. This results in long wait times and abandoned conversations.
Playvox
MAY 24, 2023
Why Measuring Workforce Management Metrics Is Important Measuring contact center workforce performance metrics is essential because it allows you to understand how efficiently employees are performing and whether they are meeting the company’s service level agreements and customer experience goals.
Expert insights. Personalized for you.
52 
Let's personalize your content