Playvox

JANUARY 11, 2024

Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM. When WFM is effective, team members deliver outstanding customer experience and positive outcomes while maximizing productivity and performance. What is Workforce Management for Call Centers?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. During the best of economic times, it’s a smart business practice. Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Call Design

SEPTEMBER 21, 2021

Average speed to answer. Average handle time. Average after work time. Customer satisfaction rate. Schedule adherence. Building engagement has become the central focus for the contact centre industry, as the quality of customer service is more valued than handling time.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Playvox

JUNE 22, 2023

In uncertain economic times, they become even more critical to help navigate business health and growth. Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52