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. higher adherence rate than those without.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Playvox

JUNE 22, 2023

Do you have the right technology in place to measure and support optimal CX, a hybrid workforce, and omnichannel support? What trends, such as AI , will shape CX in the coming years? Is your call center prepared? Put in place callback options during peak time periods to reduce wait times and call abandonment rates.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

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. Schedule Adherence. The agent’s adherence to their timetable is indicated by this metric. Upgrade your Tech. Omnichannel Software. Internal chat.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26