Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? WFM is a set of processes that helps optimize employee productivity. How does WFO work in the Call Center?

Management 86

Management Gamification Quality management Schedule adherence 86

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. First up, set aside any notion that a remote workforce is inherently different.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Monet Software

NOVEMBER 6, 2019

These challenges can contribute to high turnover and employee disengagement, causing your employees to become indifferent to the company, withholding their best ideas and efforts. As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center. Provide Flexibility.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

JustCall

JANUARY 19, 2023

Call centers are used to enhance customer experience by using modern and digital channels. With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement. How does Call Center Optimization help the Customer Experience?

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

SharpenCX

JUNE 16, 2020

Last fall, Global Workplace Analytics told us that the number of people who work from home has increased by 140% since 2005. On the other hand, some employees have no space at home to work and are struggling to be productive and happy. These needs lead to a hybrid approach for the workforce. Workforce Engagement Management?

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

Expivia

SEPTEMBER 2, 2021

Call center reporting involves taking key data and insights from contact center systems and putting them into specific reports. Your Automatic Call Distributor (ACD) or Customer Relationship Management (CRM) system can compile these reports for you from the data they store. Snapshot Reports – Monthly Volume Trend.

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96