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. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.
BlueOcean
MARCH 31, 2022
Let’s look at what sports can teach us about consistency in achieving contact center service levels—and how to adapt to even the most unexpected outcomes. That’s what we’re talking about here – the role of repetitions and preparing for the possibilities in contact center management.
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Monet Software
MARCH 10, 2021
The contact center workforce was already going remote. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Numerous companies had adopted it as their sole workforce model, among them many SMBs that found in remote agents a flexible, low-overhead workforce option.
Fonolo
MAY 7, 2015
And they are only beneficial to a contact center provided they do what their title suggests; lead the team of support agents and supervisors. This means being present for your teams to provide support and advice, for coaching and development, and to essentially guide them to success. Coach and Teach, Don’t Preach.
Noble Systems
SEPTEMBER 29, 2020
Give employees tools and resources to succeed – Use dynamic data to provide a user experience tailored for each agent, empowering them to reach peak performance through programs that focus on their individual needs, including scheduling, coaching, training, evaluations, and motivation. What are the Benefits of using a WFO Solution?
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.
Zoom International
NOVEMBER 7, 2018
In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. Imagine every coaching session, every decision focused on one question: How will this make our customers feel? Improve agent performance.
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