Monet Software

NOVEMBER 11, 2020

If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it. Once an employee reaches burnout stage, you’re in crisis mode. Declining customer satisfaction ratings and other metrics. Triage Immediately. It develops silently over time.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Manage to the Metrics. Next Steps.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes.

call center workforce 52

call center workforce Call Center Management Gamification 52

JustCall

NOVEMBER 24, 2022

According to a recent report – 13% to 16% of the call center workforce is disengaged, with nearly 70% still not classified as busy at work. Additionally, call centers have a high turnover rate, which makes these withdrawal statistics even more concerning. So, What Exactly is Employee Engagement?

Morale 52

Morale Call Center call center workforce Metrics 52

SharpenCX

JUNE 16, 2020

Read Now: Preparing Your Team for Life’s Complicated Moments: How to Orchestrate a Business Continuity Plan in Your Call Center. Workforce engagement management takes your workforce strategies one step further. And, it acknowledges the power of employee engagement on performance and retention.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

Monet Software

NOVEMBER 6, 2019

Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. This improvement can be done in meaningful ways that can boost productivity, increase skill sets and elevate opportunities.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Noble Systems

SEPTEMBER 29, 2020

WFM is a set of processes that helps optimize employee productivity. In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. What is Workforce Optimization (WFO)?

Management 86

Management Gamification Quality management Schedule adherence 86