Hodusoft

OCTOBER 22, 2021

Top 10 Tips to Improve the Productivity of Your Call Center Agents. Call centers are typically considered cost centers, evaluated primarily based on the results they produce. Particularly, the metric- cost per contact. In a call center, stress can impact agents and influence the center as a whole.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. Items such as gift cards, paid time off, dinner vouchers, and gadgets all do wonders to improve morale and help job satisfaction.

Management 88

Management Gamification Calibration Quality management 88

Noble Systems

OCTOBER 18, 2018

Improving contact center agent productivity can have a major impact on bottom-line results. There are many lists of “Top” Contact Center KPIs that you can access with a simple Internet search. There are many lists of “Top” Contact Center KPIs that you can access with a simple Internet search.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Monet Software

JULY 25, 2019

Workforce management in a contact center or help desk is the art and science of having the right number of employees with the right skills at the right times, to meet accurately forecasted volumes of work at a predetermined service level with minimized costs. Is Workforce Management Software important? It all depends where you stand.

Management 48

Management Schedule adherence Morale Average Handle Time 48

Monet Software

FEBRUARY 13, 2020

With a WFM solution, responsive scheduling and service-level achievement can combine with ease. Many contact center leaders will often feel like Dr. Jeckyl and Mr. Hyde. On the other hand, the metrics-focused manager is trying to do right by the business by maximizing schedule adherence.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

Contact Center Pipeline

MAY 31, 2016

Our top 5 most-read posts in May offer valuable insights, recommendations and tips on managing contact center people, processes and technology.

Multichannel 100

Multichannel Morale Contact Center Technology 100

Contact Center Pipeline

JANUARY 16, 2019

According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center. Absenteeism is a pain, we all know that. Everyone is looking for a silver bullet to stop absenteeism. A quick Google search brings up thousands of articles with countless ideas for reducing absenteeism.

Benchmark 224

Benchmark Contact Center Schedule adherence Morale 224

Contact Center Pipeline

FEBRUARY 10, 2015

If you are a WFM Scheduler and need a quick way to boost employee morale, try out a test-run of offering three 10-minute breaks in place of the traditional two 15-minute breaks. Employees love this because they feel like they’re getting an extra break and don’t have to work any extra time to get it. […].

Morale 100

Morale Schedule adherence Contact Center Call Center 100

Monet Software

DECEMBER 4, 2019

Contact center shrinkage can be like a kid running a lemonade stand. This is how contact center professionals often feel about shrinkage—it saps resources and steals directly from the bottom line. It’s impossible to eliminate contact center shrinkage. Then someone dumps half the pitcher on the ground.

Schedule adherence 15

Schedule adherence Management Contact Center Call Center 15

Noble Systems

APRIL 14, 2021

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

3CLogic

NOVEMBER 10, 2021

Agent retention has long been a challenge for contact centers. In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. So why is high employee turnover so common among contact centers? 7 Employee Retention Strategies For Contact Center Managers.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Monet Software

JULY 30, 2019

This specifically applies to contact centers which are in the frontline of customer service and are gathering heaps of information, insights and data every minute, every hour, every day. As a call center manager, these waves of data that come from different channels and platforms can be overwhelming. Quality of Service.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

Monet Software

NOVEMBER 6, 2019

Contact center employees face a number of challenges during their workday. As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center. As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center.

Call Center 54

Call Center Schedule adherence Management call center workforce 54