Coaching Gamification Management Schedule adherence 
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. First, let’s define remote work.
Playvox
NOVEMBER 15, 2022
For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Research by Nucleus found that workforce management solutions pay back an average of $12.24 Coach And Develop Your Customer Service And Support Team.
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Noble Systems
OCTOBER 18, 2018
Identification of areas for improvement and definition of new goals should be discussed during coaching sessions. Managers should set the desired threshold for agents and teams. Agents taking too much time dallying between calls needs to be dealt with through coaching and setting expectations. Service Level.
Noble Systems
SEPTEMBER 29, 2020
If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? At the core, it is comprised of forecasting accuracy, effective scheduling, and efficient rostering. Let’s take a look.
Callminer
APRIL 24, 2020
Following the agent interview and selection process, managers should be keyed into how best to facilitate ongoing agent support, growth, and training. Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance.
CSM Magazine
JANUARY 9, 2023
The collaboration enables Salesforce Service Cloud customers to more efficiently manage forecasting, scheduling, adherence, capacity planning and long-term scheduling within Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights. About Playvox.
CSM Magazine
DECEMBER 15, 2020
Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times. . “It was the best of times, it was the worst of times,” these immortal words are probably as true today as they were when Charles Dickens wrote a “A Tale of Two Cities” nearly 200 years ago. This brings a new set of challenges.
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