Monet Software
JUNE 10, 2021
8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. the Same Time. We all love a win-win.
NICE inContact
AUGUST 22, 2019
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. When these things happen, the best course of action is to execute an intraday reforecast and tweak your schedules to cover your gaps. Intraday management. Intraday reforecasting.
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NICE inContact
AUGUST 22, 2019
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. When these things happen, the best course of action is to execute an intraday reforecast and tweak your schedules to cover your gaps. Intraday management. Intraday reforecasting.
Balto
FEBRUARY 8, 2023
If you’re running an omnichannel contact center, the scheduling process should also involve allocating more staff to the channels that anticipate a higher demand. When scheduling is done right, you’ll be able to improve first-call resolution, maximize cost efficiency, and boost overall customer satisfaction and service level scores.
BlueOcean
SEPTEMBER 30, 2019
Of course, growth spurts often go hand-in-hand with growing pains. While your input is critical when hiring and training the initial team before launch, the long-term effort of managing your contact center workforce including attracting, recruiting, and onboarding new agents can officially be out of your hands.
CSM Magazine
OCTOBER 15, 2018
Number of contacts handled over a certain period of time – of course, this is great for managers who want to look productive by saying ‘we handle 100 calls every hour using only 10 agents’ but what does this really mean for customer service? Most make the mistake of developing a set of metrics that focus.
Fonolo
MAY 7, 2015
A contact center collects a wealth of information, and the best call center managers know how to take advantage of that information. Track Your Call Center’s KPIs. There are, of course, a great many data points to choose from in a call center. callcenter #management Click To Tweet. Average Handle Time.
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