Fonolo

MARCH 8, 2022

Call centers that provide exceptional customer service usually have many people working behind the scenes to ensure operational efficiency. One vital aspect of call center efficiency is call center workforce management (WFM). Industry Report: State of the Contact Center 2022.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

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. Does your spreadsheet do all that?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

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. What does call center workforce optimization look like?

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81