Fonolo

MAY 30, 2023

Simply put, workforce management is the strategic discipline of carefully deploying your resources, so you hit your service level targets while keeping costs in check. These resources include time, staff, technology, and processes. By scheduling call-backs for quieter times, you increase efficiency and decrease agent downtime.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

CSM Magazine

NOVEMBER 3, 2023

The reasons are varied and understandable: a reluctance to pioneer technology that’s considered yet-unproven, plain old inertia, or simply not knowing where to start. But I’m convinced: the golden window of opportunity for AI in operations is now, and nowhere is it bigger than in customer service. Here’s why.

Customer Service 52

Customer Service Agent Empowerment Average Handle Time Healthcare 52

Playvox

DECEMBER 15, 2022

There has also been a push in acknowledging the effect that agent empowerment and engagement have on the service that organizations ultimately provide to their customers. how many chats an agent can work at one time) that must be accounted for above and beyond what voice channels require.

Contact Center 72

Contact Center Average Handle Time Agent Empowerment Service level 72

DMG Consulting

SEPTEMBER 7, 2023

Workforce management solutions were initially designed to forecast the volume of incoming phone calls to help a call center determine the number of staff needed to answer those calls within an established service level. Most of this is about agent empowerment and engagement.

Management 48

Management Real estate Agent Empowerment Enterprise 48

NobelBiz

MARCH 5, 2024

These reports are the snapshots, the tangible records that document everything from call volumes and service levels to agent productivity and customer satisfaction scores. and “Do you have the right people and technology in the right places?” Lee Davis – tech analyst, Forbes contributor.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Playvox

FEBRUARY 2, 2022

It starts with a foundation made up of the right technologies and best practices. Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. Getting Started.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

SharpenCX

APRIL 29, 2020

Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Pro Tip: Use WFM technology to help plot your workforce management strategies.

Coaching 76

Coaching Management Contact Center Morale 76