CCNG

MAY 30, 2024

Forecasting Core Features The Ability to Consume Historical Data Whether it’s from a copy/paste of a spreadsheet or an API connection, your WFM platform must have the ability to consume historical data. But why stop with voluntary time off (VTO) or voluntary overtime (VTO)?

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

OrecX

FEBRUARY 10, 2020

When considering recording/audio capture solutions for your BPO business, it is important to maintain control and access to your quality data as you aim to identify agent strengths and weaknesses in order to improve training and enhance service levels.

Average Handle Time 86

Average Handle Time APIs Coaching Analytics 86

OrecX

AUGUST 15, 2018

open API) so you can easily integrate the recorder with your clients’ existing applications (CRM, ERP, SFA). Calibration tables to standardize service level expectations and measure quality across sites, teams and agents. Open API so you can pull data from your CRM system into the quality monitoring system.

outsourcing 48

outsourcing Call Center Calibration Average Handle Time 48

NobelBiz

FEBRUARY 22, 2023

Different metrics such as call volumes, service level objectives, and average handling time can be used to quantify shrinkage. New-age contact center solutions allow you to measure it continually, which is necessary if you want to reach this goal.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

NobelBiz

OCTOBER 18, 2021

Different metrics such as call volumes, service level objectives, and average handling time can be used to quantify shrinkage. New-age contact center solutions allow you to measure it continually, which is necessary if you want to reach this goal.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52