Analytics Coaching Employee engagement Service level 
Playvox
JANUARY 25, 2024
Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.
CSM Magazine
OCTOBER 6, 2021
Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The competition, now in its third year, challenges companies to use the power of Calabrio Analytics to unearth new customer and employee insights.
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CSM Magazine
OCTOBER 17, 2023
Put Employee Engagement First When employees are disengaged and feel out of control, they are generally less productive and more likely to leave—the worst-case scenario in a tight labour market. In the UK, 43% of contact centre managers say voice of the agent surveys are highly effective for improving agent engagement.
SharpenCX
OCTOBER 6, 2021
Whether your agents are burnt out or bored, it’s important to optimize workflows to increase employee engagement. How does one strategy affect your productivity and service levels? And, you get data to bring to your coaching conversations, so you can teach them how to grow. Assess your data and the survey results.
CSM Magazine
JULY 19, 2023
Every week, agents schedule 4,700 breaks and 1,100 holiday requests using Calabrio’s self-service app while team managers utilise the WFM software to arrange 1,700 offline activities such as meetings, 1-2-1 sessions, and ‘return to work’ coaching for example, after parental leave or a career break.
Noble Systems
SEPTEMBER 29, 2020
WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies.
SharpenCX
JUNE 23, 2021
You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. Service level. Service level is a fundamental metric. Service level helps you dissect the details of your call center. Metrics aren’t everything. It can be hard to manage.
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