Fonolo

MAY 30, 2023

Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. Promoting agent empowerment through self-service WFM tools often include self-service capabilities that are empowering for agents. And agent happiness is a natural outcome.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Noble Systems

APRIL 21, 2020

VoIP via home broadband along with a VPN connection to the corporate network will provide secure access to enterprise applications such as CRM, workforce engagement, analytics, and gamification systems. Cloud-based contact centers allow for remote configuration so that agents can work from home. Create and implement a staff training plan.

Call Center 68

Call Center Schedule adherence Contact Center Gamification 68

CSM Magazine

DECEMBER 15, 2020

Some customers have achieved savings in excess of 30% through accurate scheduling, while results in excess of 95% schedule adherence are commonplace. For more ideas and inspiration on how remote workforce management can mean so much more than forecasting and scheduling visit www.calabrio.com.

Management 52

Management Schedule adherence Gamification At home agents 52

OctopusTech

MARCH 1, 2023

Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Hodusoft

DECEMBER 28, 2022

A call center’s FCR metrics can be improved in multiple ways, such as: Establishing a resourceful and knowledgeable base for FCR escalations Providing self-service options to resolve simple issues Allocating feedback by conducting surveys Tracking repeat calls through speech recognition Examining the FCR push-down cause 2.

Best practices 52

Best practices Call Center Metrics call center software 52

Noble Systems

MARCH 19, 2021

You won’t have to transfer a caller around to get them an answer – which is often one of the biggest customer complaints about customer service. The IVR can also provide advanced features, such as self-service for items that don’t necessarily require a live person (ie, checking an account balance). allow the number.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Playvox

JUNE 22, 2023

Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls. 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