Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? This results in long wait times and abandoned conversations.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? If people do abuse it and it’s failing out of balance, they need to be coached up or coached out.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

NOVEMBER 15, 2022

“Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor , a book published in 1748. For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Automate Reports.

Management 86

Management Schedule adherence Coaching Contact Center 86

Serenova

AUGUST 25, 2020

There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges.

Management 88

Management Gamification Calibration Quality management 88

Noble Systems

MARCH 19, 2021

While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. Managers can listen to an agent’s call in real-time. An All-in-One SMB Call Center Software Solution.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Taylor Reach Group

AUGUST 23, 2017

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could conceive. Login time.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66