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. Does your spreadsheet do all that?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI. A surge in call volume is always good news for your business.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Quiq

OCTOBER 16, 2020

These include: Service level: This metric is defined as the percentage of messages and calls that are answered by a live agent within the organization’s target time frame. A high service level serves as an indication that contact center agents are performing efficiently.

Contact Center 52

Contact Center Agent burnout Metrics Service level 52

Comm100

OCTOBER 10, 2022

The majority of customer service queries are repetitive and simple in nature, like ‘how do I reset my password’, ‘where is my delivery’, or ‘what time is your store open’. While these queries can easily lead to agent burnout, they also use up valuable agent time.

Chatbots 81

Chatbots Customer Service Self service Agent burnout 81

Playvox

JULY 31, 2023

Engaging and empowering customer support center agents is as important as ever, so allow them to handle things themselves when they need to request annual leave or shift swaps. Reduced Labor Costs Overstaffing and understaffing are both major workforce scheduling challenges in customer service centers.

Self service 85

Self service Management Coaching Contact Center 85

SharpenCX

FEBRUARY 11, 2020

Of course, some idle time is necessary to prevent agent burnout. When we talk about idle time, we’re not talking about bathroom breaks, minutes of rest and mindfulness, or your agent’s lunch hour. All those things are necessary to build a positive environment in your contact center (and help agents maintain sanity).

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Playvox

MAY 25, 2023

Digital channels have become an integral part of the way that organizations connect with their customers — whether that’s email, social media, live chat, SMS, or good old-fashioned telephone calls. Once you achieve this, you need to consider your workforce planning with digital and omnichannel forecasting for customer service in mind.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55