Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM.

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Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves.

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contact center workforce Best practices Contact Center Management 106

Callminer

DECEMBER 17, 2019

Below, you will find interesting statistics pertaining to call centers, their employees and their finances that may prove helpful in deciding whether the use of one for your own business’s strategy is appropriate. Call Center Workforce Statistics. Cloud contact centers may be more reliable.

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Fonolo

MAY 19, 2022

This valuable tool improves and streamlines the customer journey while also giving contact center agents time back in their days to feel less rushed on calls and deliver the best customer support possible. 3 Things to Consider When Picking a Call Center Workforce Management Software.

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Contact Center Technology Interactive Voice Response CRM 87

Fonolo

MAY 19, 2022

This valuable tool improves and streamlines the customer journey while also giving contact center agents time back in their days to feel less rushed on calls and deliver the best customer support possible. 3 Things to Consider When Picking a Call Center Workforce Management Software.

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Contact Center Technology Interactive Voice Response CRM 67

Playvox

MAY 24, 2023

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management metrics provide crucial insight into how well you are planning your workforce.

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call center workforce Metrics Schedule adherence Call Center 52

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. A recent survey, sponsored by Avaya, shows that 80% of customer service organizations identify customer experience as one of their top two goals.

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