Global Response

MAY 1, 2023

Once you know what workforce you need, you need to ensure you actually have that workforce. As such, workforce planning involves both understanding both your current team and their abilities, and what gaps exist in your workforce. You don’t want to schedule your newest agents during your busiest periods, for example.

Call Center 62

Call Center Management outsourcing Coaching 62

NobelBiz

FEBRUARY 22, 2023

However, if your call center agents are overburdened by high call volumes and poor staffing levels, they will be unable to perform successfully. This results in extended average handling times , lower resolution rates, and more churn. You may also find methods to improve your collaboration.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

Playvox

JUNE 22, 2023

Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. For example, “On a scale of 1 to 5, how easy was it to solve your problem today?” Make sure customers know they are anonymous and consider a real-time incentive (e.g.,

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

NobelBiz

FEBRUARY 21, 2023

Dashboards containing essential call center information are becoming increasingly prevalent in the call center environment. Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

Dashboards containing essential call center information are becoming increasingly prevalent in the call center environment. Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52