Tenfold - Contact Center Blog

DECEMBER 28, 2017

With automated, real-time monitoring of voice pitch, scripting, and key words on social, SMS or chat, call center operations can intercept negative customer interactions and provide a high level of service as incidents occur. The post Essential Technologies in Call Center Workforce Management appeared first on Tenfold.

call center workforce 54

call center workforce Call Center Technology Management 54

Expivia

AUGUST 4, 2021

Make sure you follow these call center workforce management best practices to have the right number of agents on the floor to handle calls. Ask a Call Center Where Customer Service Experience Matters. Customer service experience is more than just reading a script.

Interactive Voice Response 98

Interactive Voice Response Customer Service Call Center call center workforce 98

Monet Software

OCTOBER 8, 2020

You might even prepare rebuttals to potential objections, just like you would for agents’ sales scripts. Staffing costs are typically the biggest call center expenditure, and there’s a real art to arriving at an accurate picture. Show your work.

Contact Center 79

Contact Center Abandon rate call center workforce Average Handle Time 79

Noble Systems

SEPTEMBER 29, 2020

How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance. WFO is not just a single component; it bridges the span of the contact center to tie activities into an integrated strategy, working towards common business goals.

Management 86

Management Gamification Quality management Schedule adherence 86