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.

Call Center 62

Call Center Management outsourcing Coaching 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

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. Trusting relationships can be difficult to foster at a distance.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Insite Managed Solutions

DECEMBER 23, 2015

Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Call Center Attrition Levers. Call Center Coaching Can Lead to Attrition. Destress After an Unpleasant Call. Call Center Quality. Is Your Call Center Workforce Management Optimized?

Call Center 40

Call Center call center workforce Coaching Contact Center 40

Insite Managed Solutions

OCTOBER 14, 2015

Factors such as mail drops, TV announcements, sales events, and other marketing factors could also increase your expected volume. He built and led several Workforce Management departments as well as Management Information System (MIS) departments. Controlling Weather Events is Difficult… But You Can Control Your Service Levels.

Management 40

Management Abandon rate Metrics Contact Center 40

Insite Managed Solutions

MAY 23, 2013

Home Agents: Cloud and IP telephony developments have given rise to the virtual call center, and 41% of enterprise contact centers plan on employing work-at-home agents in the near future. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Call Center Attrition Levers.

Contact Center 40

Contact Center Technology Gamification call center workforce 40