Babelforce

MAY 18, 2022

Call center forecasting is a set of practices that aims to determine the contact volume and number of agents needed to handle that contact volume over a set period of time. To increase forecast accuracy, use Excel and Workforce Management software. Call center forecasting fundamentals.

Workload forecasts 52

Workload forecasts Call Center Average Handle Time Abandon rate 52

Global Response

MAY 1, 2023

Is workforce management really necessary for call centers? The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming.

Call Center 62

Call Center Management outsourcing Coaching 62

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Switching to an entirely remote workforce can solve many staffing challenges.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Insite Managed Solutions

OCTOBER 14, 2015

Understanding contact center metric targets such as average speed of answer (ASA), service level, abandonment rate, average handle time (AHT), and budgeted hours are critical for success. He built and led several Workforce Management departments as well as Management Information System (MIS) departments.

Management 40

Management Abandon rate Metrics Contact Center 40

Monet Software

OCTOBER 28, 2020

Tips for maintaining contact center engagement, no matter the season. It’s that time again. The holiday season is fast approaching and employees are starting to check out mentally, as if they’re suffering from the call center version of high school “senior-itis.”. Spend as much time (or more!) comes to a close.

Employee engagement 90

Employee engagement Call Center Morale call center workforce 90