APIs, Customer Service and Schedule adherence

WFM ROI: Why You Need Workforce Management Software Now

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Working efficiently becomes even more important when costs are rising, agents are hard to hire, and customer service expectations are higher than ever before.

Management

Management Schedule adherence Coaching Contact Center

Contact Center Terminology – Abbreviations & Key Terms Explained!

Babelforce

NOVEMBER 30, 2022

Usefully calculating and interpreting ATA depends on whether or the contact center uses an IVR system – this is complicated by the fact that customer can either hang up from frustration, or because the IVR answered their query. Schedule adherence. Application Programming Interface (API). Active waiting calls metric.

Contact Center

Contact Center Interactive Voice Response Call Center Automatic Callback

Customer Contact Central

WFM ROI: Why You Need Workforce Management Software Now

Contact Center Terminology – Abbreviations & Key Terms Explained!

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