Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

JANUARY 11, 2024

Contact center leaders know that carefully laid out schedules quickly can go awry on any given day. Automated call center WFM technology allows you to flex on a dime throughout the day to be properly staffed and make sure service level goals are met no matter what the disruptions. Spreadsheets don’t function well as a reporting tool.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

OctopusTech

MARCH 1, 2023

Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed. Fight the urge. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Talkdesk

JULY 16, 2019

Challenges of Performance Management Traditionally, call center managers have used a combination of quality monitoring, team trainings, and one-on-one coaching to address employee engagement and improve agent performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Noble Systems

AUGUST 1, 2019

If you notice that an agent’s schedule adherence has taken a dive, it is time to have a talk to determine if they are experiencing burnout. The good news that that there are contact center technologies that can alleviate stress, make the agents’ job easier, and keep them motivated and engaged. Decline in productivity.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. In the past, the technology required to power small business call center software and hardware was usually expensive and bulky. Real-time Insights and Analytics. Cloud Contact Center for SMBs. Database Integration.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Noble Systems

SEPTEMBER 29, 2020

The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing. A true WFO suite includes a number of technologies. What is Workforce Optimization (WFO)? What are the Benefits of using a WFO Solution? WFO TERMS TO KNOW.

Management 86

Management Gamification Quality management Schedule adherence 86