Average Handle Time, contact center workforce and Customer Support

Workforce Management for Call Centers: What You Need to Know

Playvox

JANUARY 11, 2024

If that’s a mouthful, think of it as ensuring the right agents are in the right place at the right time. This meant constant, real-time adjustments when demand for customer support surged and/or agents’ availability shifted. Improving the operational efficiency of the customer service center is a major benefit of WFM.

Call Center

Call Center Schedule adherence call center workforce Management

7 Things Great Call Center Managers do Every Day

Fonolo

MAY 7, 2015

What do great call center managers do? A contact center manager’s job is often a thankless one. Not only must they manage an often diverse and large group of customer support agents, but they must also manage the day-to-day running of the contact center itself; and the constant improvement of all those processes.

Call Center

Call Center Management Contact Center Coaching

Customer Contact Central

Workforce Management for Call Centers: What You Need to Know

7 Things Great Call Center Managers do Every Day

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