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. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Occupancy vs Utilization.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Fonolo

AUGUST 15, 2023

The Executive Guide to Improving 6 Call Center Metrics Occupancy rate is rarely calculated on an individual level; typically it will be used to determine which times of day, week or year you will need to schedule more agents to handle call volume. Why is Occupancy an Important Call Center Metric? Very important indeed!

Call Center 67

Call Center Schedule adherence Agent burnout Contact Center 67

Playvox

DECEMBER 13, 2022

But now that tickets, emails, and chat have entered the picture, interaction avoidance encompasses any effort contact center agents make to bypass working with customers in any channel. What does that look like day to day in your contact center? Transferring a customer to another department unnecessarily.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Playvox

MAY 25, 2023

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Playvox

JULY 31, 2023

Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. Improved Efficiency Getting your staffing levels right and creating a balanced workload across all of your customer service channels is crucial.

Self service 85

Self service Management Coaching Contact Center 85

Babelforce

JULY 29, 2021

4 Service level. Service level is the percentage of calls agents answer within a predefined time limit. This threshold is the maximum amount of time you want customers to wait. A standard version of service level is 80% of calls answered within 20 seconds. 5 First contact resolution (FCR).

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Fonolo

FEBRUARY 19, 2019

Initially, we focused on more technical aspects of the contact center, but over the years we expanded to include more of the human aspects of that industry, and the broader universe of customer service as well. Is there #VoiceShrinkage in the Contact Center? AI is Not Reducing Call Center Agent Employment.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). Plus, you toss in overseeing your contact center budget, too. Use customizable reports and historical data to forecast service needs.

Coaching 76

Coaching Management Contact Center Morale 76

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SharpenCX

FEBRUARY 11, 2020

You dig through the discarded debris of packaging, find the number for customer service and give them a call. You press 4 to speak to customer service and then…you wait. Download Now: See what Frost & Sullivan marked as the most important trends impacting contact centers.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Fonolo

NOVEMBER 3, 2015

If you like this type of post, you should check out our other posts on call center metrics such as. 4 Metrics Your Call Center Needs to Track in 2020. Why 80/20 is the Wrong Service Level for Your Call Center. Why Your Call Center Needs to Watch Abandon Rates. What is Occupancy in a Call Center?

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 52

Noble Systems

OCTOBER 21, 2020

ACDs are commonly used in call centers to help companies handle large volumes of calls. As the first line of interaction for customers calling a company, the ACD software is a vital piece of an organization’s technology. Once a caller’s issue is identified, the ACD picks the agent that is the most suitable match.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57