Playvox

JULY 14, 2023

Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics. Technology solutions can help identify slow processes or lack of agent knowledge on how to best help a customer. This is likely the area where you can make the most significant impact.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

FEBRUARY 20, 2024

The rise of technology has made it easier than ever for employees to work from home or other remote locations, and many companies are reaping the benefits of this arrangement. Let’s talk about solutions and best practices you can leverage to set your remote teams up for success.

Management 88

Management Gamification Calibration Quality management 88

OctopusTech

MARCH 1, 2023

Best Practices For Effective Inbound Calls Strategy 1. Automate where possible Modern technology has created a unique opportunity for automation in inbound call centers. When structured to achieve clear objectives, inbound call centers can also be revenue-generating. Fight the urge. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Monet Software

DECEMBER 21, 2018

Now agents don’t have to leave Salesforce to access essential WFM information such as schedules, adherence status, performance status, personal time off requests, and real-time alerts. And the accolades just kept coming for Monet WFO, which this month was named a 2018 Contact Center Technology Award winner.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

Talkdesk

JULY 16, 2019

Determining whether or not you are meeting your business goals is simple enough, and modern contact center technology is well equipped to give you all the data you need about conversions, average handle time, customer wait time, schedule adherence and more.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. In the past, the technology required to power small business call center software and hardware was usually expensive and bulky. The strategies that big enterprises use aren’t always the right fit for smaller companies.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Playvox

JUNE 22, 2023

As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Do you have the right technology in place to measure and support optimal CX, a hybrid workforce, and omnichannel support? Are your customers happy? How do you know? ​​How

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Noble Systems

MARCH 22, 2021

Whether fielding inquiries, resolving issues, scheduling appointments, or administering triage, it is the agent’s responsibility to ensure that the patient interaction is positive. 6 Healthcare Call Center Technologies. It promotes sharing of best practices and speed of issue resolution. Contact us today.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Noble Systems

APRIL 14, 2021

And the ability to just log in and start working without a long commute helps eliminate lateness and can increase schedule adherence. Choosing the best virtual contact center platform for your needs. Cloud technology is typically used to provide the flexibility and accessibility that is needed for virtual call center software.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

3CLogic

NOVEMBER 10, 2021

Technology that isn’t up to par. With in-depth training sessions for each of the tools your contact center uses, as well as best practices for navigating conversations, you can clearly establish company goals and expectations while providing your agents with the confidence to tackle any initiative. Rude or aggressive customers.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Noble Systems

SEPTEMBER 29, 2020

The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing. A true WFO suite includes a number of technologies. Read our 101 Intro to Call Center Software to learn more about common technologies and tools.

Management 86

Management Gamification Quality management Schedule adherence 86

Taylor Reach Group

AUGUST 23, 2017

If you don’t know how a specific area or task is performing, then you cannot gauge improvement or degradation that occurs based on any changes to processes, technologies or staffing that have been made. Best practice is for management to be transparent regarding what the performance standards are and why they are important.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66