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. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. It’s also sometimes referred to as quality assurance.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

OCTOBER 18, 2022

Offering remote work has a big impact on agent retention and recruiting: 41% of managers say a work-from-home option has reduced resignations, and 49% say they use it as a recruitment tool. Managers told us they feel good about how they’ve handled their remote workforce. We focus on regular contact and communication.”

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Playvox

JANUARY 5, 2022

Another important piece of the employee experience is making sure your agents have the tools they need to do their jobs. A cloud-based workforce management solution is a must-have for hybrid teams. It’s critical to provide agents with tools that address every channel, reduce complexity, and help advance your organization and KPIs.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Playvox

MAY 24, 2023

Why Measuring Workforce Management Metrics Is Important Measuring contact center workforce performance metrics is essential because it allows you to understand how efficiently employees are performing and whether they are meeting the company’s service level agreements and customer experience goals. Invaluable.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52