teleopti

AUGUST 13, 2019

Statistically, the majority of contact centers still use manual processes to adjust their intraday workforce scheduling but why play a constant game of catch-up? Dave Hoekstra of Teleopti outlines 5 reasons to invest in real-time management to balance the workload, achieve service levels and mop-up agent idle time.

Contact Center 71

Contact Center Chatbots Service level Time management 71

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. What are the Benefits of Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Monet Software

JANUARY 6, 2020

Forecasts are never 100%, but real-time call center data analysis helps fill the gaps. As we discussed here , contact center leaders spend significant time and energy creating detailed workforce management forecasts. Plan for too few and service levels degrade as agents become overwhelmed.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

NobelBiz

JUNE 19, 2023

The modern world is centered on the concept of immediacy and the ability to obtain information instantly. As businesses, we need to harness this culture of immediate responses to elevate customer service levels. Real-time monitoring offers an unparalleled advantage in achieving this goal. What is Real-Time Monitoring?

Call Center 52

Call Center Coaching Contact Center Metrics 52

Expivia

MARCH 11, 2021

Your call center’s success depends on it. Follow these call center workforce management best practices to find out how to staff your contact center the right way. What Is Call Center Workforce Management? Knowing your call center’s average handle time is crucial to running an effective contact center.

call center workforce 98

call center workforce Call Center Management Average Handle Time 98

Noble Systems

OCTOBER 21, 2020

Manage team schedules to meet service level targets. View agent attendance and time management. Blog: Call Center Software 101: Introduction to Customer Contact Technology. A call center software suite automates and standardizes the process of receiving and responding to customer contacts.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57