Playvox

FEBRUARY 20, 2024

That’s where a Workforce Management solution moves from a “nice to have” to a “must have.” With five separate WFM schedulers handling schedules for different regions, scheduling for things such as daylight savings changes was difficult since not all regions changed time simultaneously.

Management 88

Management Gamification Calibration Quality management 88

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Dialer 360

NOVEMBER 16, 2018

When the caller is routed most sufficient reps to meet their needs. Chasing schedule adherence for the shift, day after have ended missed opportunity to correct an issue quickly. Call Recording – Quality Monitoring. Recordings calls are an essential component of quality management.

Service level 23

Service level Contact Center Schedule adherence Call Center 23

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. Workforce Management. Quality Management. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. WFO TERMS TO KNOW. Process Automation. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Monet Software

NOVEMBER 6, 2019

Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Workforce management is one critical component to implementing a full-blown workforce engagement management strategy in your contact center.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Taylor Reach Group

AUGUST 23, 2017

Status states (lunch, break, coaching, training, etc.). Schedule Adherence. Quality/Compliance score. The first 11 points tell us how the Agent is doing in meeting the time management elements and the final three points indicate the quality of the interactions they are completing. Quality Manager.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66