Coaching Management Schedule adherence Time management 
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.
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.
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CX Accelerator
DECEMBER 31, 2018
Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?
Playvox
JANUARY 25, 2024
Are you taking the right steps to evolve toward workforce engagement management? Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. This results in long wait times and abandoned conversations.
Call Design
SEPTEMBER 2, 2021
If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” Or we could focus on “right time”, concentrating on our forecast accuracy and schedule adherence. Dan Smitley.
Serenova
AUGUST 25, 2020
For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level. However, a recent study highlighted that more than 69% of businesses still have no cross-channel workforce management solution in place. What is Workforce Management?
Taylor Reach Group
AUGUST 23, 2017
We are all familiar with the maxim that “you can’t manage what you don’t measure”, and it is certainly true. Management and their immediate Team Leaders define what those performance standards are. Best practice is for management to be transparent regarding what the performance standards are and why they are important.
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