Insite Managed Solutions

DECEMBER 23, 2015

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.

Call Center 40

Call Center call center workforce Coaching Contact Center 40

Insite Managed Solutions

OCTOBER 14, 2015

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. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Top 5 Self-Service Pitfalls.

Management 40

Management Abandon rate Metrics Contact Center 40

Insite Managed Solutions

MAY 23, 2013

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.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

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. BI frees managers to do the job they were hired to do: manage call center agents.

call center workforce 54

call center workforce Call Center Technology Management 54

Noble Systems

SEPTEMBER 29, 2020

How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance. WFO is not just a single component; it bridges the span of the contact center to tie activities into an integrated strategy, working towards common business goals.

Management 86

Management Gamification Quality management Schedule adherence 86