Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Noble Systems

SEPTEMBER 8, 2020

The CIO at one of the largest for-profit post-secondary higher education providers, suddenly found himself converting a Work from Home trial run for 5% of his contact center agents into a company-wide endeavor when COVID-19 struck. Contact center morale is important – even more so in today’s environment.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Noble Systems

APRIL 14, 2021

Many virtual call centers use a hosted contact center design (also known as a cloud contact center) to power their activities. Advantages of using a virtual contact center solution versus a traditional call center. Choosing the best virtual contact center platform for your needs.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Playvox

MAY 25, 2023

According to 2022 research by ICMI , almost half of contact centers (47%) are still manually creating forecasting models. An AI-driven workforce management solution does the heavy lifting to automate forecasting and many of the other repetitive and time-consuming manual tasks in contact center workforce management.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55