Playvox
NOVEMBER 1, 2022
Related Article: 5 Ways Contact Center Managers Are Adapting to Remote Work. With a distributed workforce, you might be most interested in tracking Schedule Adherence , Average Response Time, and Average Handle Time to ensure that agents are adhering to their job duties and handling interactions as they would in the office.
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. . Related Article: Five Coaching Tips For Contact Center Agents that Work. Related Article: What is WFM (and How Does it Apply to Our Daily Lives)? . Automate Reports.
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Playvox
JANUARY 11, 2024
Contact center leaders know that carefully laid out schedules quickly can go awry on any given day. Automated call center WFM technology allows you to flex on a dime throughout the day to be properly staffed and make sure service level goals are met no matter what the disruptions.
ViiBE Blog
APRIL 28, 2021
This article will teach you how to measure an agent’s performance and other important customer service metrics. Two crucial related KPIs that affect employee performance are schedule adherence and absenteeism. Schedule adherence compares an employee’s scheduled hours to the actual hours they spend working.
Playvox
FEBRUARY 27, 2023
And recently, Playvox announced a global collaboration with Salesforce to deliver a powerfully simple way to achieve efficiency and effectiveness in contact centers that run Salesforce. The end result is a true omni-channel and case-centric solution that puts customers first while also keeping agents front and center.
Playvox
JUNE 22, 2023
As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Do you have the right technology in place to measure and support optimal CX, a hybrid workforce, and omnichannel support? Are your customers happy? How do you know? ​​How
Playvox
JULY 14, 2023
Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics. Technology solutions can help identify slow processes or lack of agent knowledge on how to best help a customer. Accurate forecasting is critical and will tie directly to your agents’ schedule adherence.
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