Playvox

JULY 31, 2023

Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps. Ensuring that employees can be a part of managing their schedule has big benefits.

Self service 85

Self service Management Coaching Contact Center 85

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing.

Management 86

Management Gamification Quality management Schedule adherence 86

Serenova

JUNE 5, 2020

That’s all bad news for call center agent productivity and customer experience. With childcare centers and schools closed, navigating the challenges of trying to work productively in shared spaces can mean managing relationships, (often increasing) responsibilities, schedules and personal wellbeing. Forecasting.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Toister Performance Solutions

OCTOBER 26, 2017

Twitter: @bradcleveland Explain the “why” behind schedule adherence, the importance of being “in the right place at the right times.” Every person has a significant positive impact on wait times—a ripple effect far beyond the contacts they directly handle. Director of Customer Experience, UL EHS Sustainability.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

Serenova

MAY 21, 2020

At the start of the COVID-19 lockdown, transitioning agents to work from home (WFH) while maintaining merely acceptable customer experiences was the most contact centers could manage. Customers were patient and understanding, and we all adjusted to the extraordinary changes in our personal and business lives together.

Schedule adherence 98

Schedule adherence Contact Center Morale Coaching 98

Tenfold - Contact Center Blog

JULY 9, 2018

Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. Front-facing employees are the lifeblood of a business.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Serenova

AUGUST 25, 2020

Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Supports schedule compliance.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. How Call Center Performance Management Improves Customer Experience When a customer reaches out to your contact center for help with an issue, what do they expect? The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Noble Systems

JUNE 27, 2019

In a previous blog , we outlined advantages of moving a customer experience platform to the cloud. Improve the customer experience with intelligent routing and automated responses. Features such as touch-tone and roles-based routing get customers to the right agent quickly, reducing frustration.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

CSM Magazine

DECEMBER 15, 2020

In the awful event of a key planning individual becoming ill and that person being the only one who understands how the master forecasting and scheduling spreadsheet works, the entire contact centre is at risk. Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions.

Management 52

Management Schedule adherence Gamification At home agents 52

Babelforce

NOVEMBER 30, 2022

There’s a lot of terminology to get your head around in call centers and customer experience. Contact center KPIs should be interpreted and applied carefully to balance contact center efficiency with quality of customer experience. Schedule adherence. Do you know your DTMF IVRs from your ACDs?

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

Taylor Reach Group

AUGUST 23, 2017

Agents are the lifeblood of every organization that supports and services customers through a Contact Center. Without Agents, we have no ability to provide live and personalized service to our customers. Status states (lunch, break, coaching, training, etc.). Schedule Adherence. Login time. Available time.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

Noble Systems

MARCH 19, 2021

The auto-attendant frees companies from needing to have a live person ready and waiting to answer every phone call. You won’t have to transfer a caller around to get them an answer – which is often one of the biggest customer complaints about customer service. Auto-Attendant and IVR. allow the number.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Pointillist

JANUARY 25, 2019

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. So how can you balance the need for operational efficiency with meeting customer expectations? Many find an adherence rate of 80% to be a good target.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75