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Are You Using All That Workforce Optimization Has to Offer?


This may be true for your organization when it comes to workforce optimization. Use Automated Quality to Evaluate Interactions. Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements. Enhancing what you have to deliver better experiences.

7 Things Great Call Center Managers do Every Day


UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Our 7 tips for great call center management are: Talk to Your Support Agents. Be the Contact Center Guru.

The Morale Doctor is In

Monet Software

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? It develops silently over time. This makes contact center agents particularly vulnerable to burnout.