Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. Look at schedule adherence and schedule compliance metrics.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Let’s break down these three key metrics.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Prevent and close employee skill gaps with a seamless integration to coaching. Workforce Management The yin to QM’s yang is Workforce Management (WFM).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. 10 Reasons to Bring Gamification into Your Contact Center 1. It also lets supervisors assess and take the necessary action to help with training and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Hint: They’re all unique to digital transformation. It’s a win-win.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways. Don’t forget that bad experiences cost businesses an average of 9.5%

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

DECEMBER 13, 2022

If an agent is taking unscheduled breaks to avoid interactions, it should show in adherence metrics , depending on how your activities are mapped in your contact center solution. Determine if the customer abandoned the interaction or if agent interaction avoidance was at play. Review adherence.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84