Contact Center Pipeline

JULY 11, 2018

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience.

Employee engagement 133

Employee engagement Contact Center Schedule adherence Morale 133

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

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. Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Playvox

FEBRUARY 20, 2024

” Before bringing in an automated solution for scheduling, many call and support centers may have had entire teams dedicated to managing schedules, adherence, time off, and other complexities that come with managing a remote workforce and global teams.

Management 88

Management Gamification Calibration Quality management 88

Playvox

JULY 14, 2023

Here’s the blueprint for achieving greater agent productivity in your call center. Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Monet Software

FEBRUARY 13, 2020

Or an employee has an opportunity to take a master photography class they’ve always dreamed of, but only if they can switch Saturday with someone. On the other hand, the metrics-focused manager is trying to do right by the business by maximizing schedule adherence. Harness Flexibility with Engagement.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

Monet Software

DECEMBER 4, 2019

Armed with the right technology and a strategic mindset, call center leaders can slash shrinkage, devote more agent time to customers and improve service outcomes. It’s impossible to eliminate contact center shrinkage. Green for activities that can have positive impacts on the call center, but also boost shrinkage rates.

Schedule adherence 15

Schedule adherence Management Contact Center Call Center 15