Agent Empowerment Analytics Customer retention Wait times 
JustCall
APRIL 9, 2024
Challenges faced as a result of fluctuations in call volume Staffing challenges: Seasonal peaks can lead to a mismatch between incoming call volumes and available agents. If agents are not available during a particular season and call volume peaks, it would result in missed calls and extended wait times.
Fonolo
MAY 30, 2023
Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. This flexibility helps achieve optimal staffing levels and a seamless customer experience. They can manage their own schedules, request time off, and swap shifts, too. The numbers back this up.
Expert insights. Personalized for you.
40 
Let's personalize your content