Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Serenova

JUNE 5, 2020

To maintain business continuity, organizations must find ways to help employees manage stress. That’s all bad news for call center agent productivity and customer experience. It minimizes administrative effort, improves agent engagement and schedule adherence, and reduces labor costs. Forecasting. Monitoring.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Monet Software

NOVEMBER 6, 2019

As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center. Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Contact us today for a demo.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Playvox

FEBRUARY 20, 2024

That’s where a Workforce Management solution moves from a “nice to have” to a “must have.” Better yet, having a more engaged workforce makes your task of managing remote teams effectively a little easier.

Management 88

Management Gamification Calibration Quality management 88

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Taylor Reach Group

AUGUST 23, 2017

Status states (lunch, break, coaching, training, etc.). Schedule Adherence. Quality/Compliance score. Points 1-11 (above) are metrics that tell the Agent and their managers how they are performing versus time management expectations and in comparison, to their peers. Quality Manager.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66