Analytics Coaching Quality management Schedule adherence 
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.
Serenova
APRIL 19, 2020
Advanced Reporting & Analytics. The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable. Supervisors can identify exactly where each agent is delivering great service while uncovering opportunities for additional training and coaching. Global Scalability.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Talkdesk
JULY 16, 2019
Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.
Noble Systems
SEPTEMBER 29, 2020
WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. WFO TERMS TO KNOW. Process Automation. Call Recording.
Monet Software
NOVEMBER 6, 2019
Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Workforce management is one critical component to implementing a full-blown workforce engagement management strategy in your contact center.
Expert insights. Personalized for you.
77 
Let's personalize your content