contact center workforce, Feedback and Time management

Workforce Optimization: What It is and Why You Need It

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. WFO also helps you better manage workflow processes and create efficiency by evolving your plan in real-time.

Coaching

Coaching Contact Center Quality management Schedule adherence

Tortoise or Hare – Which One Best Describes Your Contact Center?

CSM Magazine

OCTOBER 15, 2018

With customer-centric success criteria in place, turn to innovative workforce. Add ‘travel time’ into schedules – in a bid to save time, managers often take. For example, they don’t factor in the travel time needed to get from the contact center floor to the training rooms.

Contact Center

Contact Center contact center workforce Average Handle Time Metrics

Customer Contact Central

Workforce Optimization: What It is and Why You Need It

Tortoise or Hare – Which One Best Describes Your Contact Center?

Webinars

Stay Connected