Fonolo

MARCH 8, 2022

Call centers that provide exceptional customer service usually have many people working behind the scenes to ensure operational efficiency. One vital aspect of call center efficiency is call center workforce management (WFM). Industry Report: State of the Contact Center 2022. The benefits?

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers? Ensure Regulatory Compliance Regulatory compliance is sometimes an afterthought for contact center managers.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Babelforce

MAY 18, 2022

For an accurate forecast, there are some metrics you need to consider: Duration of your forecast. However, incoming call volumes could spike unexpectedly or agents might call in sick, so you will have to plan workforce needs on a more regular basis. Average handle times. Service level goal.

Workload forecasts 52

Workload forecasts Call Center Average Handle Time Abandon rate 52

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. What Are Call Center Efficiency Metrics?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52