Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. higher adherence rate than those without.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

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. Turning to flexible scheduling options is one way to offset this inevitable industry demand. However you schedule, strive to optimize staffing, keep customers satisfied and track adherence.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

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. Want to know the best part?

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

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

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

Monet Software

JULY 25, 2019

Workforce management is a critical task for contact centers and help desks, as poor planning and execution can have a negative impact on your business (revenues, costs) your customers (satisfaction, loyalty) and even your employees (motivation/turnover/burn-out). Improving employee morale. Is Workforce Management Software important?

Management 48

Management Schedule adherence Morale Average Handle Time 48

Monet Software

FEBRUARY 13, 2020

On the other hand, the metrics-focused manager is trying to do right by the business by maximizing schedule adherence. The best systems allow for managers to establish schedules and then empower employees to sign up for shifts that work for them. Harness Flexibility with Engagement.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

3CLogic

NOVEMBER 10, 2021

Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses. So why is high employee turnover so common among contact centers? Not convinced?

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Noble Systems

OCTOBER 18, 2018

Due to fluctuations of incoming calls, you may want to establish different thresholds for peak times and off-peak times. First Call Resolution (FCR). It stands to reason that resolving more issues on the first call will positively impact agent and call center productivity. Do they take an extended lunch break?

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

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

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

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

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