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.
Voxjar
APRIL 9, 2020
The question is, how do we adjust the rest of our processes and tools to support a remote contact center workforce? This guide will show you how to make the transition to remote call coaching and quality assurance. How to overcome the biggest challenges of remote call coaching and QA. You’ll learn. Communication.
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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).
BlueOcean
MARCH 31, 2022
The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics.
Monet Software
NOVEMBER 11, 2020
How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? Declining customer satisfaction ratings and other metrics. Uncharacteristic complaints about the job or assignments. Loss of confidence.
Noble Systems
SEPTEMBER 29, 2020
In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. What is Workforce Optimization (WFO)? What are the Benefits of using a WFO Solution?
Playvox
OCTOBER 18, 2022
Because many customer service centers’ remote work policies require agents to maintain specific performance standards , managers cite solutions such as workforce management (29%) and quality management (26%) as other contact center software they turned to.
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