Agent burnout, Customer Support, Employee engagement and Schedule adherence

Workforce Management for Call Centers: What You Need to Know

Playvox

JANUARY 11, 2024

The key functions of contact center workforce management are: Long-term capacity planning Interaction volume forecasting Staff scheduling Intraday management Historically call center managers maintained spreadsheets for agent forecasting and scheduling. But getting to this nirvana is no picnic. Does your spreadsheet do all that?

Call Center

Call Center Schedule adherence call center workforce Management

The Role Of Employee Self-Service In Workforce Management

Playvox

JULY 31, 2023

Ensuring that employees can be a part of managing their schedule has big benefits. Improved Efficiency Getting your staffing levels right and creating a balanced workload across all of your customer service channels is crucial. The more organizations can do to encourage this, the better.

Self service

Self service Management Coaching Contact Center

Customer Contact Central

Workforce Management for Call Centers: What You Need to Know

The Role Of Employee Self-Service In Workforce Management

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