Aspect

JULY 15, 2020

Aspect is making it much easier for employees to be effective participants in the mobile workforce. . We have also added heat maps for easy visual analysis of performance data and a new API that simplifies the import of third – party performance metrics. .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). The new paradigm of Work. To know more: www.vocalcom.com.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

NobelBiz

MARCH 26, 2024

RELATED ARTICLE How to Report and Analyze Like a Pro: 10 Best Practices for Reporting and Analytics in a Contact Center Workforce Management (WFM) Automation Workforce Management (WFM) Automation plays a critical role in contact center efficiency by optimizing staffing levels and resource allocation.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. RTA is one of the most underrated metrics in the contact center, but undoubtedly one of the most important. Intraday management. Real-time adherence.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. RTA is one of the most underrated metrics in the contact center, but undoubtedly one of the most important. Intraday management. Real-time adherence.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

JULY 12, 2016

With the integration of data analytics, a core contact center platform with a robust WFO suite has the potential to develop into a fully automated Workforce-Intelligent Contact Center. First Call Resolution (FCR) is a metric all contact centers are looking to improve.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Hodusoft

NOVEMBER 29, 2022

Choosing the right contact center software is essential for success. This blog post lists the top 10 contact center solutions that gained a lot of popularity in 2022 and are poised to keep up the momentum in 2023 and beyond. The platform is also a bit complex compared to other platforms.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40