JustCall

JANUARY 19, 2023

Call centers are established to meet the demands of customers. A good call center optimization can match the customer’s expectations with the best level of customer service. Only 67% of people around the world believe that customer service is getting better. What are Call Centers?

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Expivia

SEPTEMBER 2, 2021

Call center reporting is the only way to know how your contact center is performing. From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. What Is Call Center Reporting?

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

Fonolo

MAY 19, 2022

The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions. Industry Report: State of the Contact Center 2022. Call-Back Technology. Let’s dive in!

Contact Center 67

Contact Center Technology Interactive Voice Response CRM 67

Babelforce

MAY 18, 2022

Call center forecasting is a set of practices that aims to determine the contact volume and number of agents needed to handle that contact volume over a set period of time. To increase forecast accuracy, use Excel and Workforce Management software. Call center forecasting fundamentals.

Workload forecasts 52

Workload forecasts Call Center Average Handle Time Abandon rate 52

Insite Managed Solutions

JANUARY 18, 2016

Is Your Workforce Management Optimized? As you determine what makes your contact center successful around workforce optimization, do you measure Service Level, Staff Utilization, or a combination of both? We see high performing companies exceed 70% of their Service Level intervals.

call center workforce 40

call center workforce Call Center Management Service level 40

Cisco - Contact Center

JANUARY 21, 2020

Europe, with its 24 official different languages, is certainly posing some extra challenges to those companies delivering services across countries part of the union, and that’s nothing considering that there are more than 200 languages spoken on the continent. Narrowing the Call Center Gap.

Contact Center 63

Contact Center contact center solutions Cloud contact Call Center 63

Pipkins

DECEMBER 5, 2019

In your contact center, do people ever just hang up? So why are the problematic mathematical assumptions of the outdated Erlang C formula built into your call center’s workforce management software? Optimize Your Call Center With Pipkins. A Modern Formula For Modern Call Centers.

Abandon rate 86

Abandon rate call center workforce Abandon Call Call Center 86

Insite Managed Solutions

DECEMBER 23, 2015

3 Ways Call Center Supervisors Can Reduce Costs Here are 3 different ways call center supervisors can positively drive financials in your center. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Improving Workforce Management to Optimize Service Levels.

Call Center 40

Call Center call center workforce Coaching Contact Center 40

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Video Support: Video is making its way to the call center; thanks to the amount and detail of information it provides customers.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Dialer 360

FEBRUARY 14, 2019

It doesn’t matter what category of call center you are planning to set up. This is important to remember setting up call center requires a considerable investment of time and money. Even though, you may able to outsources most of the work and manage the call center set up procedures.

Contact Center 21

Contact Center Call Center call center software Outbound sales 21

Playvox

MAY 24, 2023

For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Workforce management metrics provide crucial insight into how well you are planning your workforce.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

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. He has significant experience in contact center operations, technology implementation and professional services.

Management 40

Management Abandon rate Metrics Contact Center 40

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Improved agent efficiency and productivity turn call centers from a cost into a profit. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Leading Technologies for Workforce Management in Call Centers.

call center workforce 54

call center workforce Call Center Technology Management 54

Insite Managed Solutions

JUNE 9, 2016

Our Spotlight Challenge this Month is Workforce Management! Having touched over 650 contact centers, one of the frequent challenges we’ve discovered is the lack of partnership between the Workforce Department and the Operations Department. Often times, they have the same goals such as a consistent customer experience.

Management 40

Management call center workforce Coaching Contact Center 40

NobelBiz

OCTOBER 17, 2023

Welcome back to our journey through the intricate world of call center management! In our previous installment, we peeled back the layers of the challenges that often remain hidden beneath the surface, impacting call center executives’ day-to-day operations. Read part one here. Tune in now !

Call Center 59

Call Center Management Contact Center Analytics 59

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Verint

AUGUST 7, 2017

Field personnel were backed with an equally professional call center. Not understanding the impact of freezing weather in the South, the call center was not staffed adequately and was unable to handle these surges. In fact, WFM is highly desirable—and in some cases essential—for contact centers with as few as 50 agents.

Management 27

Management Service level Contact Center Call Center 27

Noble Systems

SEPTEMBER 29, 2020

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? But what makes WFO different from WFM?

Management 86

Management Gamification Quality management Schedule adherence 86