Playvox

JANUARY 25, 2024

Hiring, training, upskilling, and retaining agents are activities critical to your success. Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

Monet Software

AUGUST 29, 2018

These reports provide the data that triggers changes, decisions, personnel training and effective communication. Be sure the reports you’ll receive will help with workforce management, quality management and performance management. They have different needs and preferences when it comes to shifts and schedules.

Schedule adherence 48

Schedule adherence Quality management Contact Center Analytics 48

Talkdesk

JULY 16, 2019

That’s where leveraging contact center performance management software can help. 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

Playvox

JUNE 22, 2023

Provide adequate agent training to be able to resolve customer questions and challenges with “one stop” and more quickly and efficiently. Schedule Adherence Schedule adherence is the amount of time agents work that coincides with the time period they are scheduled to work — sometimes simply called adherence.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

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. Investing and committing to a bona fide WFO strategy is critical in today’s marketplace, where consumer expectations have never been higher, and your competitors are always ready to capture an unsatisfied customer.

Management 86

Management Gamification Quality management Schedule adherence 86

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.

Call Center 54

Call Center Schedule adherence Management call center workforce 54