Fonolo
SEPTEMBER 21, 2023
Your current contact center platform may have analytics features to track agent activity, but it’s not the only method available. Schedule Adherence Schedule Adherence is another older metric that can still be a useful measure of agent attendance. A better approach is to focus on improving agent satisfaction.
Playvox
JANUARY 11, 2024
While it’s important to analyze historical data for seasonality, peak days and times, and other patterns, you also need to take into consideration current and future business demands, customer trends, upcoming promotions, and other factors. Contact center leaders know that carefully laid out schedules quickly can go awry on any given day.
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Fonolo
MAY 30, 2023
The Golden Rules of SLAs Real-time adherence Studies show that contact centers with WFM tools have a 7.5% higher adherence rate than those without. Real-time adherence ensures that contact centers can react quickly to changing customer demand. How Does WFM Impact the Agent Experience? You know where this leads!
Monet Software
AUGUST 1, 2019
When spreadsheets are replaced by a workforce management solution, a cost savings will immediately result from improved schedule adherence and optimization of daily agent rituals like breaks and lunches. Speech Analytics. As much as 10-20%.
Aspect
MAY 18, 2020
Maximum Insights for Adherence Alarms – With agents at home, the supervisor loses all the visual cues that enable him or her to understand whether agents are coming in late, leaving early, taking long lunches or any other departure from their official schedule.
Talkdesk
JULY 16, 2019
Customer Satisfaction (CSAT) and Net Promoter Scores (NPS) can help inform you about customer opinion trends in your particular customer base. Fortunately, call center AI technologies such as real-time speech analytics are available for today’s call center.
Noble Systems
MARCH 19, 2021
As are agent training, best practice conformance, and identifying trends to help improve processes and drive a better customer experience. Real-time Insights and Analytics. Features include a range of tools we’ve talked about already, such as call recording, speech analytics, and performance management. Database Integration.
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