Global Response
MAY 1, 2023
In short, workforce management has five key aspects: workforce planning forecasting and scheduling real-time management performance management analytics and reporting In this article, we’ll break down each of these five aspects and how to effectively implement them for WFM success.
Calabrio
OCTOBER 19, 2022
Using technology to identify performance coaching opportunities. One way is to use Performance Coaching to drive agent engagement while also supporting your company’s bottom line. Extra hotel nights were booked, an additional dinner was prepared, and we coordinated safe transportation once airlines were cleared for travel.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Noble Systems
MARCH 20, 2020
All traffic should be encrypted in transit using the latest Transport Layer Security (TLS). Access to all applications must require a unique username and password and secure access via your corporate network or VPN. For contact centers taking payments over the phone, securing Payment Card Data is a priority.
CX Global Media
MAY 15, 2017
The report “Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region by MarketsandMarkets states that This is a Compound Annual Growth Rate (CAGR) of 23.6%.
TechSee
JUNE 25, 2019
Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent. CLV optimization.
Balto
FEBRUARY 6, 2023
Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. The takeaway here is that agents appreciate coaching, training, and feedback — and for the most part, more is better. Those who received zero forms of coaching had the worst satisfaction metrics across the board.
CustomerSuccessBox
JANUARY 24, 2019
They are like the wheels of a bicycle – both the wheels have different functions but the end goal is to provide balance and make sure that the bicycle can be used for transportation. Customer support is people intensive while customer success is analytics focused. As a company grows, the support issues also increase tremendously.
Expert insights. Personalized for you.
62 
Let's personalize your content