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.

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Balto

FEBRUARY 8, 2023

In this guide, we’ll help you understand what call center workforce management is and why it’s important. We’ll also share some actionable tips that can inspire your workforce management strategy. What Is Call Center Workforce Management? Are your agents doing what they’re supposed to do efficiently?

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Insite Managed Solutions

DECEMBER 23, 2015

Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Why is Training Discretionary? Improving Workforce Management to Optimize Service Levels. Top 5 Self-Service Pitfalls. Destress After an Unpleasant Call. Call Center Quality. Jenine Kent.

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Insite Managed Solutions

OCTOBER 14, 2015

Understanding contact center metric targets such as average speed of answer (ASA), service level, abandonment rate, average handle time (AHT), and budgeted hours are critical for success. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Why is Training Discretionary?

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Tenfold - Contact Center Blog

DECEMBER 28, 2017

Timely, accurate quality assurance evaluations can indicate which agents need additional training. Humana deployed artificial intelligence software trained to detect conversational cues, to coach call-center agents and supervisors, in real-time, when calls with customers were going awry.

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call center workforce Call Center Technology Management 54

Insite Managed Solutions

MAY 23, 2013

Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Why is Training Discretionary? Improving Workforce Management to Optimize Service Levels. Top 5 Self-Service Pitfalls. Destress After an Unpleasant Call. Call Center Quality. Jenine Kent.

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Playvox

JUNE 22, 2023

Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. Related Article: Call Center Workforce Management Metrics: How To Measure And Improve Performance Here is our comprehensive guide to the essential call center efficiency metrics.

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