Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves.

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contact center workforce Best practices Contact Center Management 106

Playvox

MAY 24, 2023

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management metrics provide crucial insight into how well you are planning your workforce.

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call center workforce Metrics Schedule adherence Call Center 52

Playvox

JUNE 22, 2023

For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities. 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.

Call Center 52

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Dialer 360

FEBRUARY 14, 2019

Most important where do you see yourself and you call center in the next 5 year. Get your call center workforce measures – use an Erlang calculator. It may be some reps needed to service a given number of calls. Bring In A Call Center Mentor. Indicate Your Call Center Setup Wisely.

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Contact Center Call Center call center software Outbound sales 21