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Contact Center Workforce Management Best Practices

Fonolo

Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? Simply put, workforce management is the strategic discipline of carefully deploying your resources, so you hit your service level targets while keeping costs in check. It’s a great idea – and an obvious one.

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Enabling a Mobile Contact Center Workforce with Aspect® Workforce Optimization™ Version 20

Aspect

Aspect Performance Management is just such a tool, and in Version 20 , we have tightly integrated our world-class speech analytics solution, Aspect Engagement Analytics, to enable balanced scorecards and other reports that aggregate quality metrics from 100% of customer interactions.

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How RPA Can Augment Your Contact Center Workforce Without Threatening Jobs

Noble Systems

Although this information is vital when it comes to capturing and evaluating contact center metrics, it also means that there’s a gap before your agents can take the next call. This means that they can log – with high accuracy – all the critical contact center and customer experience metrics that you want to record.

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How RPA Can Augment Your Contact Center Workforce Without Threatening Jobs

Noble Systems

Although this information is vital when it comes to capturing and evaluating contact center metrics, it also means that there’s a gap before your agents can take the next call. This means that they can log – with high accuracy – all the critical contact center and customer experience metrics that you want to record.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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Why We Use AI in Playvox WFM (and How It Improves Contact Center Metrics)

Playvox

Making optimal use of your contact center workforce is one of the biggest challenges for any contact center leader. Balancing the needs of your company, your customers, and your agents is a time-consuming, stressful effort — especially if you’re doing it manually.

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COPC Standards Committee Update: AI in Focus 

COPC

Additionally, it examines the terminology used in the Standard and identifies emerging metrics that are candidates for inclusion. This shift in responsibilities presents both opportunities and challenges for the future of the contact center workforce. OBSERVATIONS AI is irrevocably altering customer service.