Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? The contact center workforce was already going remote.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Playvox

JANUARY 25, 2024

This guide will explore the whats, hows, and whys of workforce optimization. What is Workforce Optimization? The concept of workforce optimization (WFO) is not new. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Call Center 126

Call Center Management Contact Center Coaching 126

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.

Management 86

Management Gamification Quality management Schedule adherence 86

DMG Consulting

APRIL 5, 2017

But these modules are designed to simply alert managers, not to provide guidance on how to respond to staffing or volume anomalies. Consequently, they are ineffective at helping managers adhere to service levels, forcing them to have to reforecast and schedule manually, which is complex and time-consuming.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Zoom International

NOVEMBER 7, 2018

In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. Most companies buy into the belief that satisfied customers equal increased loyalty and revenue.

Contact Center 40

Contact Center Banking Surveys Metrics 40