call center workforce Coaching Course Metrics 
Global Response
MAY 1, 2023
As you consider shifts and agent hours, you’ll also want to ensure you factor in “non-call” work such as after-call processing, training and coaching, breaks, time off and other responsibilities that add to agents’ weekly or daily time. Do agents need more training? Are your forecasting models accurate?
NobelBiz
MAY 22, 2022
Because of the socio-economic turmoil created by the same lockdowns, the pool of candidates ready to take up a job in a remote-work call center grew exponentially. Of course, it is always better to have a wider talent selection pool. WATCH NOW What is call center workforce management?
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Playvox
MAY 24, 2023
For just about any business or department, metrics are crucial to measuring performance. 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. Speed, of course — there’s no endless switching between applications.
Calltools
JUNE 10, 2020
Having the right tools and techniques at your disposal can help you develop a team of call center agents that are effective. What is whisper coaching? In short, whisper coaching or call whispering as it is sometimes referred to is when a sales manager “whispers” in the ears of a call center agent during a call.
Tenfold - Contact Center Blog
DECEMBER 28, 2017
Humana deployed artificial intelligence software trained to detect conversational cues, to coach call-center agents and supervisors, in real-time, when calls with customers were going awry. It also helps cut down on call duration, improve response, and enhance customer satisfaction. Areas Where BI Helps.
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