Playvox

APRIL 14, 2022

While there are many quantitative metrics to measure, such as how long it takes to cook a dish or the average customer wait time, identifying those intangible qualities of customer service can be a little trickier. Related Article: Is Your Organization Ready for the Top Contact Center Trends of 2022? Intraday Management.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

Tethr

MARCH 3, 2020

An agent should know where they measure up both in regards to previously established expectations and contact center goals. Leaders should review performance metrics with reps on a regular basis so they can uncover areas agents are struggling with and offer training opportunities for weaker skills. Offer consistent feedback.

Call Center 82

Call Center At home agents Management contact center workforce 82

Playvox

OCTOBER 18, 2022

But in our study, 42% of customer service centers didn’t have a policy in place and another 24% weren’t sure if they had a policy at all. Managers who want to feel more comfortable with a distributed contact center workforce should look to other technology solutions to help manage and mentor their employees who work outside the office.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Balto

FEBRUARY 8, 2023

For example, if you’re anticipating a future event that will have a direct impact on your contact center demand, you’ll need to account for its effect when calculating the numbers. These include voice, email, web, chat, and SMS interactions. You should also consider unexpected situations like weather and equipment failure.

Call Center 52

Call Center Management call center workforce Contact Center 52

NobelBiz

MAY 22, 2022

Daily management Always have a backup plan to preempt unanticipated adverse events such as spikes in volume, isolated infrastructure or technology issues, absenteeism, etc. If you enjoyed this content but still want to learn more, we have an entire podcast episode dedicated to call centers and the future of workforce management.

call center workforce 52

call center workforce Call Center Management Gamification 52

Fonolo

MAY 7, 2015

It may not be possible to do it every day, but one of the best ways to keep up with the latest development in the customer experience industry is to attend contact center conferences and events near you. Handpicked content for you: The Golden Rules of Contact Center SLAs.

Call Center 126

Call Center Management Contact Center Coaching 126