Playvox

JANUARY 11, 2024

Reporting and Analytics No improvement cycle is complete without the ability to analyze outcomes and performance and share reports with teams and business leaders. When contact center agents feel valued and are recognized for their efforts, they’re more likely to stay and grow with your company. Is WFM the Fountain of Youth?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Hint: They’re all unique to digital transformation. It’s a win-win.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Playvox

JUNE 22, 2023

Availability Rate This is the proportion of time an agent is actively ready to work with customers but not engaged directly with a customer, sometimes referred to as idle time or available time. For synchronous contacts, this includes hold times, transfers, and after-call work.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52