Hodusoft

JUNE 7, 2024

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. Such metrics help businesses identify agents’ strengths and weaknesses and work on specific areas for maintaining a better customer experience.

Best practices 52

Best practices Call Center Omni-channel support Management 52

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. If your workforce is not properly planned and scheduled, not only do your contact center agents suffer, but your customer experience will also.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Customer Service Life

FEBRUARY 28, 2023

I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in the whole selling process. During the course of the demo, they show you all of the bells and whistles of the platform before eventually landing on the reporting capabilities.

Contact Center 83

Contact Center Metrics Schedule adherence Average Handle Time 83

Serenova

AUGUST 25, 2020

Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Supports schedule compliance.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Playvox

JUNE 22, 2023

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. Are your customers happy? How are you tracking customer satisfaction and customer experiences?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 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