Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction.

Time management 56

Time management Contact Center Management Schedule adherence 56

CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? What are the goals/KPI’s that everyone is accountable for? What a fantastic question! They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

FEBRUARY 20, 2024

Leverage a Workforce Management Solution When you have a globally dispersed team, it becomes even more important to leverage a solution that accounts for differing schedules and skill sets. That’s where a Workforce Management solution moves from a “nice to have” to a “must have.”

Management 88

Management Gamification Calibration Quality management 88

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

Noble Systems

MARCH 19, 2021

You won’t have to transfer a caller around to get them an answer – which is often one of the biggest customer complaints about customer service. 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). allow the number.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Taylor Reach Group

AUGUST 23, 2017

From the above, we can deduce that high-level (50,000-foot view) reporting is best suited for high-level, big-picture performance metrics such as what is the Service Level, Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) , First Contact Resolution (FCR) or Average Speed of Answer (ASA)across the organization.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66