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.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

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.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Global Response

MAY 1, 2023

The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming. Understanding this in advance gives you time to scale or outsource to meet demand without compromising service levels.

Call Center 62

Call Center Management outsourcing Coaching 62

JustCall

JANUARY 19, 2023

Call centers are established to meet the demands of customers. A good call center optimization can match the customer’s expectations with the best level of customer service. Only 67% of people around the world believe that customer service is getting better.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Fonolo

MAY 19, 2022

The queue is full to the brim with customers who were unable to call in over the last couple of days. Your agents are rushing through each call, letting their customer service level slip to meet the demands. If the above sounds familiar, call-back technology may be a step in the right direction.

Contact Center 87

Contact Center Technology Interactive Voice Response CRM 87

Fonolo

MAY 19, 2022

The queue is full to the brim with customers who were unable to call in over the last couple of days. Your agents are rushing through each call, letting their customer service level slip to meet the demands. If the above sounds familiar, call-back technology may be a step in the right direction.

Contact Center 67

Contact Center Technology Interactive Voice Response CRM 67

Insite Managed Solutions

JUNE 9, 2016

Having touched over 650 contact centers, one of the frequent challenges we’ve discovered is the lack of partnership between the Workforce Department and the Operations Department. Often times, they have the same goals such as a consistent customer experience. The next steps should include a weekly meeting.

Management 40

Management call center workforce Coaching Contact Center 40