Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. 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).

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Etech GS

OCTOBER 23, 2019

Whether the employees are human or robotic, workforce optimization helps teams to work smarter instead of harder. As the name suggests, contact center workforce optimization involves using managerial practices to ensure maximum productivity meets maximum efficiency. How To Implement Workforce Optimization.

contact center workforce 72

contact center workforce call center workforce Wait times Coaching 72

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). Among the questions posed to our survey respondents was one in which we asked how important employee engagement was in their operational strategy for the next 18 months.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30