Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

Monet Software

NOVEMBER 11, 2020

Even the most employee-centric contact centers must confront agent burnout occasionally. In poorly managed operations, however, burnout will be endemic and constantly drive turnover, waste resources and undermine efficiency, performance, quality and customer experience. Prevention is the Best Medicine.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Industry Report: State of the Contact Center 2022. Agent onboarding and training. DID YOU KNOW?

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81