Fonolo

MAY 30, 2023

Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? Simply put, workforce management is the strategic discipline of carefully deploying your resources, so you hit your service level targets while keeping costs in check. higher adherence rate than those without.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Playvox

JANUARY 25, 2024

Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. This results in long wait times and abandoned conversations. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Balto

FEBRUARY 8, 2023

Managing your call center’s workforce effectively is essential to keep both customers and agents satisfied. The process can be pretty complex when you take into account your agents’ skills and break times, as well as the different channels you offer support through and peak times. How productive are they?

Call Center 52

Call Center Management call center workforce Contact Center 52

Playvox

APRIL 14, 2022

No matter what kind of restaurant it is, excellent customer service is crucial to keeping it prosperous. While there are many quantitative metrics to measure, such as how long it takes to cook a dish or the average customer wait time, identifying those intangible qualities of customer service can be a little trickier.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78