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. Switching to an entirely remote workforce can solve many staffing challenges.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Aspect

OCTOBER 15, 2020

Every year Aspect surveys over 500 contact center agents to understand their attitudes and preferences for our Agent Experience Index. The survey revealed some interesting characteristics of call centers in general but more importantly, it gave us a glimpse into some of the traits that define a “ Golden Agent. ”

call center workforce 62

call center workforce Morale Surveys Call Center 62

Dialer 360

SEPTEMBER 14, 2022

Having a proper dashboard for your call center operations is key when it comes to managing your resources and optimizing workflow without facing any delays. You can assess the agent’s capacity for effective time management. The customers are given the option to provide a score over call satisfaction.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. What Are Call Center Efficiency Metrics?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52