Agent burnout, Customer Service, Schedule adherence and Tips

Workforce Management for Call Centers: What You Need to Know

Playvox

JANUARY 11, 2024

As customer interactions and support have become more complex, and contact centers provide omnichannel support, call center leaders need a better way to maximize agent performance, gain operational efficiencies, and deliver an outstanding customer service experience. Does your spreadsheet do all that?

Call Center

Call Center Schedule adherence call center workforce Management

Occupancy Rate: The Complete Guide

Fonolo

AUGUST 15, 2023

Agents need time to take a breath and collect their thoughts between calls; If they don't get it, their performance suffers, followed by higher absenteeism and, eventually, agent attrition. Consider an agent who is engaged in call-related work for 45 minutes during a 60 minute period.

Call Center

Call Center Schedule adherence Contact Center Agent burnout

Customer Contact Central

Workforce Management for Call Centers: What You Need to Know

Occupancy Rate: The Complete Guide

Webinars

Stay Connected