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Are Remote Agents the Future of Contact Centers?

Monet Software

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? The contact center workforce was already going remote.

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Top 10 Technological Contact Center Trends

Insite Managed Solutions

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Top 5 Self-Service Pitfalls.

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3 Ways Call Center Supervisors Can Reduce Costs

Insite Managed Solutions

Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Improving Workforce Management to Optimize Service Levels. Top 5 Self-Service Pitfalls. Turning a Contact Center into a Profit Center. Call Center Attrition Levers. Call Center Quality.

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Improving Collaboration Between Workforce Management Departments and Operations Departments

Insite Managed Solutions

Our Spotlight Challenge this Month is Workforce Management! Having touched over 650 contact centers, one of the frequent challenges we’ve discovered is the lack of partnership between the Workforce Department and the Operations Department. Often times, they have the same goals such as a consistent customer experience.

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Building Blocks of Workforce Management

Insite Managed Solutions

Understanding contact center metric targets such as average speed of answer (ASA), service level, abandonment rate, average handle time (AHT), and budgeted hours are critical for success. He has significant experience in contact center operations, technology implementation and professional services.

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Call Center Workforce Management Metrics: How To Measure And Improve Performance

Playvox

For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Workforce management metrics provide crucial insight into how well you are planning your workforce.

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Essential Technologies in Call Center Workforce Management

Tenfold - Contact Center Blog

While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Depending on organizational needs, call centers can implement an array of different technologies, from basic to sophisticated. Business Intelligence.