Blog, Contact Center and Time management - Customer Contact Central

Think real-time management and intraday management are the same thing? Think again.

Injixo

JUNE 13, 2023

The dynamic world of contact centers is a never-ending symphony of communication. Among the many critical elements that ensure the successful running of these operations, two aspects take center stage — intraday management and real-time management.

Time management

Time management Management Contact Center Customer Experience

Spend Less Time Managing the Network, More Time Innovating with the Network

Cisco - Contact Center

APRIL 5, 2023

As networks evolve to keep up with the requirements of a distributed hybrid workforce and the need for new B2B and B2C cloud applications, an increasingly complex workload for IT is an inevitable… Read more on Cisco Blogs

Time management

Time management B2C B2B Management

What is CCaaS (Contact Center as a Service): Definition, and Benefits

JustCall

AUGUST 16, 2021

The contact center as a service or CCaaS is a new-age technology that serves the needs of all customers. CCaaS has replaced on-premise call centers, and only for the better. CCaaS stands for Contact center as a service. Put simply, CCaaS allows you to purchase software that comes with contact center features.

Contact Center

Contact Center Interactive Voice Response Contact center software Cloud contact

Hyper Efficiency: The Next Frontier in Contact Center Operations Management

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? This technology is a component that takes calls and assigns them to the appropriate agent.

Contact Center

Contact Center Interactive Voice Response Management Gamification

Keep calm and carry on: 5 Reasons for Intraday Scheduling in Contact Centers

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

Contact Center Chatbots Service level Time management

Are Your Contact Center Quality Monitoring Parameters Effective?

Etech

JANUARY 21, 2020

When it comes to contact centers, managers may even use AI for quality monitoring to provide call center quality assurance. In a large contact center, however, the obvious problem is that it’s not possible to monitor every call. Other times, managers may set big goals stretched over a long period.

Contact Center

Contact Center Chatbots Wait times Call Center

Are Your Contact Center Quality Monitoring Parameters Effective?

Etech

JANUARY 21, 2020

When it comes to contact centers, managers may even use AI for quality monitoring to provide call center quality assurance. In a large contact center, however, the obvious problem is that it’s not possible to monitor every call. Other times, managers may set big goals stretched over a long period.

Contact Center

Contact Center Chatbots Wait times Call Center

Real-time Management: Level 2 and Beyond

Brad Cleveland Blog

APRIL 3, 2020

For those struggling to manage unexpected volumes of customer contacts, the following real-time management discussion from the latest edition of Contact Center Management on Fast Forward may be helpful. They have also impacted customer service in ways we might have never thought possible.

Time management

Time management Management Contact Center Customer Service

Beter Bed Transition Agents in 24 Hours to Work-From-Home Model with Vocalcom Salesforce Edition Cloud Contact Center Solution

VocalCom

MAY 13, 2020

As retail stores close and contact center staff are no longer able to work on site, many companies must find innovative and flexible ways to meet increased customer service demand while protecting the health of their employees. Beter Bed chooses Vocalcom Salesforce Edition Cloud Contact Center Solution.

contact center solutions

contact center solutions Cloud contact Contact Center Inbound sales

Simplify optimizes the patient journey for scheduling medical appointments thanks to Vocalcom cloud contact center solutions

VocalCom

JULY 16, 2020

Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents.

contact center solutions

contact center solutions Cloud contact Contact Center Coaching

Remote Control: Managing Work at Home Contact Center Agents

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. No longer is the company limited to the talent pool surrounding the contact center.

Contact Center

Contact Center Management call center workforce Average Handle Time

Real-time Management: Level 2 and Beyond

Brad Cleveland Blog

APRIL 3, 2020

For those struggling to manage unexpected volumes of customer contacts, the following real-time management discussion from the latest edition of Contact Center Management on Fast Forward may be helpful. They have also impacted customer service in ways we might have never thought possible.

Time management

Time management Management Contact Center Customer Service

Real-time Management: Level 2 and Beyond

Brad Cleveland Blog

APRIL 3, 2020

For those struggling to manage unexpected volumes of customer contacts, the following real-time management discussion from … Continue reading → The post Real-time Management: Level 2 and Beyond appeared first on Brad Cleveland.

Time management

Time management Management Customer Service Call Center

What Is Call Center Reporting & How Does It Work?

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. This includes calls, emails, live chat, and social media.

Call Center

Call Center Contact Center Abandon rate Average Handle Time

Managing a Contact Center in Real-Time

Brad Cleveland Blog

DECEMBER 14, 2017

Real-time management compliments contact center planning. In any center that handles contacts initiated by customers, our forecasts and plans can be off the mark. We need to be able to respond.

Contact Center

Contact Center Management Time management Call Center

The Power of Real-Time Monitoring in Call Centers

NobelBiz

JUNE 19, 2023

From monitoring agent performance and customer interactions to identifying emerging trends and addressing issues proactively, real-time monitoring is a game-changer. In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights.

Call Center

Call Center Coaching Contact Center Metrics

Managing a Contact Center in Real-Time

Brad Cleveland Blog

DECEMBER 14, 2017

Real-time management compliments contact center planning. In any center that handles contacts initiated by customers, our forecasts and plans can be off the mark. Realtime management from Managing a Customer … We need to be able to respond.

Contact Center

Contact Center Management Time management Call Center

Managing a Contact Center in Real-Time

Brad Cleveland Blog

DECEMBER 14, 2017

Real-time management compliments contact center planning. In any center that handles contacts initiated by customers, our forecasts and plans can be off the mark. Realtime management from Managing a Customer … We need to be able to respond.

Contact Center

Contact Center Management Time management Call Center

Aspect CEC Benchmark – Early Results In

Aspect

OCTOBER 19, 2017

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). Insight #3 – Optimizing your Workforce Management Investments. The post Aspect CEC Benchmark – Early Results In appeared first on Aspect Blogs.

Benchmark

Benchmark Interactive Voice Response Gamification Contact Center

11 Best Call Center Software Features to Watch Out for

JustCall

DECEMBER 15, 2020

A call center software comes in handy, here. Bundled with valuable features, call center software is an indispensable component of big and small enterprises alike. In this blog, we will take a look at some of the top features of call center software. What is Call Center Software? Call Recording.

call center software

call center software Call Center Interactive Voice Response CRM

Why Do Golden Agents Wear Smartwatches?

Aspect

OCTOBER 15, 2020

Every year Aspect surveys over 500 contact center agents to understand their attitudes and preferences for our Agent Experience Index. Not only does this reflect the shift in the technologically savvy workforce, but it also represents the changing dynamic of the contact center itself. appeared first on Aspect Blogs.

call center workforce

call center workforce Morale Surveys Call Center

What’s the Role of Lead Generation in an Outbound Call Center?

Hodusoft

SEPTEMBER 6, 2023

That’s why businesses must use sophisticated technology tools such as outgoing contact center software to generate high-quality leads. At HoduSoft, we have helped all types and sizes of businesses do just that by equipping them with our HoduCC call center software. Personalized interactions build trust and rapport.

Call Center

Call Center call center software Scripts Best practices

How to Boost Call Center Forecasting Accuracy

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. The contact center has no choice but to adapt.

Call Center

Call Center Average Handle Time Contact Center Metrics

The Best Omnichannel Solution for Your Government Agency

Avaya

JUNE 26, 2017

Government IT managers should consider systems that cultivate the ultimate customer journey through a rich, multi-touch environment. Systems that turn a contact center into a strategic center, and support 12 key features: Visual workflows. 360-degree look at customer context.

Government

Government Contact Center Analytics Customer Experience

Call Center Workforce Management 101

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? The handle time starts when the call hits the queue and ends when the agent wraps up the memo.

call center workforce

call center workforce Call Center Management Average Handle Time

Call Monitoring and Analytics: How to Turn Agents into Seasoned Experts

JustCall

FEBRUARY 3, 2021

Likewise, sales and customer support managers supervise corresponding agents. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring. In this way, agents receive real-time training from managers in an effective manner. Call Barging.

Analytics

Analytics Interactive Voice Response call center software Call Center

How do call center outsourcing services build the business?

Blueship Call Center

DECEMBER 26, 2022

Ask Call Center Outsourcing Vendors how things operate and how to make sure they reach your required criteria instead. What are the advantages of a contact center outsourcing processes? When considering BPO’s overall advantages, efficiency and time management frequently come to mind.

outsourcing

outsourcing Call Center CRM Contact Center

9 Signs You’re a Customer Service Expert

Fonolo

NOVEMBER 15, 2017

Sign #4: You’re Always on Time. Time management is extremely important to customer service success. If you always know how to prioritize your tasks so that things are completed on time and managed properly, there’s a good chance you’re going to go far, kid! Plus So Much More! The Panelists: Nate Brown.

Customer Service

Customer Service Agent burnout Best practices Call Center

Productivity Tips to Improve Team Performance

aircall

APRIL 5, 2021

Teamwork is the best way to increase your call center team’s productivity levels. But if you’re not sure how to go about fostering better teamwork in your contact center, then these productivity tips will help take your agents’ performance to the next level. . Best Practices for Time Management.

Call Center

Call Center Best practices Sales Morale

How Important Are Auto Dialers?

Hodusoft

AUGUST 13, 2021

The dialer can automatically cut time-consuming tasks such as calls being directed to voicemail, no phone response, busy phone signals, unusable or disconnected numbers, and so on. It helps in the following ways: Better time management by automated dialing. Improved productivity by reducing call connection time.

call center software

call center software Call Center voip Sales

Empower Your Workforce to Fix Things for Customers

Brad Cleveland Blog

JUNE 23, 2020

Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the nature of the workload. If it’s heavy, there usually are underlying issues driving it.

Time management

Time management Management Contact Center Call Center

What is Workforce Engagement Management?

NICE inContact

JANUARY 25, 2017

Time management. Task management. contact centers, fulfillment centers, food operations, etc.). The post What is Workforce Engagement Management? appeared first on inContact Blog. Quality evaluation and improvement. Employee recognition. Voice of the Employee surveys. Who needs WEM products?

Management

Management Employee engagement Contact Center Enterprise

Empower Your Workforce to Fix Things for Customers

Brad Cleveland Blog

JUNE 23, 2020

Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the nature of the workload. If it’s heavy, there usually are underlying issues driving it.

Time management

Time management Management Contact Center Call Center

Empower Your Workforce to Fix Things for Customers

Brad Cleveland Blog

JUNE 23, 2020

Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the nature of the workload. If it’s heavy, there usually are underlying issues driving it.

Time management

Time management Management Contact Center Call Center

Working Remotely Increases Productivity: Prove It!

Pipkins

FEBRUARY 13, 2018

Interested in finding a time clock/task tracker with a pause button? Pipkins’ IntelliTRACK time management solution is one such tool for tracking the performance of non-phone-related tasks in real time. The firm is a leading provider of workforce management solutions for the contact center industry.

Contact Center

Contact Center Call Center Accountability Management

Home for the Holidays: Managing Time Off During the Holiday Season

Pipkins

DECEMBER 6, 2019

For the majority of our contact center customers, Thanksgiving and Christmas are the busiest time of the year. Thankfully, these companies employ Pipkins for their scheduling, time management, and vacation planning to help simplify the complications that arise during the holidays.

Management

Management Contact Center Time management

What is an ACD? The Basics of Automatic Call Distribution

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

First call resolution Call Center Interactive Voice Response call center software

Customer Contact Central

Think real-time management and intraday management are the same thing? Think again.

Spend Less Time Managing the Network, More Time Innovating with the Network

Trending Sources

What is CCaaS (Contact Center as a Service): Definition, and Benefits

Hyper Efficiency: The Next Frontier in Contact Center Operations Management

Keep calm and carry on: 5 Reasons for Intraday Scheduling in Contact Centers

Are Your Contact Center Quality Monitoring Parameters Effective?

Are Your Contact Center Quality Monitoring Parameters Effective?

Real-time Management: Level 2 and Beyond

Beter Bed Transition Agents in 24 Hours to Work-From-Home Model with Vocalcom Salesforce Edition Cloud Contact Center Solution

Simplify optimizes the patient journey for scheduling medical appointments thanks to Vocalcom cloud contact center solutions

Remote Control: Managing Work at Home Contact Center Agents

Real-time Management: Level 2 and Beyond

Real-time Management: Level 2 and Beyond

What Is Call Center Reporting & How Does It Work?

Managing a Contact Center in Real-Time

The Power of Real-Time Monitoring in Call Centers

Managing a Contact Center in Real-Time

Managing a Contact Center in Real-Time

Aspect CEC Benchmark – Early Results In

11 Best Call Center Software Features to Watch Out for

Why Do Golden Agents Wear Smartwatches?

What’s the Role of Lead Generation in an Outbound Call Center?

How to Boost Call Center Forecasting Accuracy

The Best Omnichannel Solution for Your Government Agency

Call Center Workforce Management 101

Call Monitoring and Analytics: How to Turn Agents into Seasoned Experts

How do call center outsourcing services build the business?

9 Signs You’re a Customer Service Expert

Productivity Tips to Improve Team Performance

How Important Are Auto Dialers?

Empower Your Workforce to Fix Things for Customers

What is Workforce Engagement Management?

Empower Your Workforce to Fix Things for Customers

Empower Your Workforce to Fix Things for Customers

Working Remotely Increases Productivity: Prove It!

Home for the Holidays: Managing Time Off During the Holiday Season

What is an ACD? The Basics of Automatic Call Distribution

Stay Connected