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KPI 101: Call Center Workforce Management Metrics

Global Response

Call center KPIs are chosen to measure progress toward the goals of each brand, and selection is customized to fit each unique set of objectives. There are KPIs that may be considered basic to the contact center. This is sometimes called average delay. Calls in queue.

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How to Best Implement Modern Workforce Engagement Management Solutions in Your Call Center

Monet Software

Contact center employees face a number of challenges during their workday. As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center. Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Turning to flexible scheduling options is one way to offset this inevitable industry demand.


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Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? What is Workforce Optimization (WFO)? How does WFO work in the Call Center?

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Call center optimization: 5 methods to improve call center performance

Dialer 360

For call center optimization you need to think about improving your customer experience. While providing outstanding customer service should always be the aim of a call center, it shouldn’t be your primary objective. Call center optimization: what is it?