Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. The State of Remote Work in Contact Centers.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

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. RTA is one of the most underrated metrics in the contact center, but undoubtedly one of the most important. Intraday management. Real-time adherence.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

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. RTA is one of the most underrated metrics in the contact center, but undoubtedly one of the most important. Intraday management. Real-time adherence.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Babelforce

AUGUST 25, 2021

Workforce Management (WFM) is a set of business processes that contact centers use to ensure that staff can work in a cost-effective way. This includes forecasting contact volume, scheduling staff and analyzing performance. Why does workforce management matter? Why does workforce management matter?

Management 98

Management Schedule adherence contact center workforce Contact Center 98

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? If you think about that, you’ll do things differently.”

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Scheduling is a critical contact center function, but like forecasting, can be tricky.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

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.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. Additionally, it examines the terminology used in the Standard and identifies emerging metrics that are candidates for inclusion.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Scheduling is a critical contact center function, but like forecasting, can be tricky.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

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. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

NobelBiz

MARCH 26, 2024

Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system. This powerful tool serves as the cornerstone, revolutionizing the way your contact center operates. These components work together to create a cohesive, automated customer service ecosystem.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

BlueOcean

MARCH 31, 2022

The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics. Practice Makes (Almost) Perfect.

Contact Center 118

Contact Center contact center workforce Service level Coaching 118

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Here, he explains how to build highly effective teams using workforce. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Talkdesk

SEPTEMBER 8, 2020

Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

COPC

JULY 20, 2023

Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition.

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

airespring

FEBRUARY 29, 2016

How effective is your contact center? Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. With 2016 already under way, use these numbers to measure where you sit on the contact center curve. This is easy.

Contact Center 74

Contact Center First call resolution Contact center software Benchmark 74

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Contact Center . The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it.

Morale 100

Morale Agent burnout Contact Center Coaching 100

ShepHyken

APRIL 14, 2017

Plagued by rising costs, employee churn, absenteeism and declining standards, contact centers across the world are facing a combination of challenges unprecedented in the 50-year history of the industry. Workforce Engagement Management is absolutely crucial to the success of CX.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

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 83

Call Center At home agents Management contact center workforce 83

Playvox

APRIL 7, 2021

Contact Centers are measured along several dimensions. At the operational level, metrics such as average time in queue, cost per call, and first call resolution rate are often front and center. At the company level, KPIs such as customer satisfaction, Net Promoter Score, and upselling or cross-selling are typical.

Management 66

Management First call resolution Upselling Contact Center 66

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. With quantitative metrics and reporting, agents can gauge whether they’ve gotten better at giving a welcoming call opening or using mirroring effectively.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Balto

FEBRUARY 8, 2023

In the context of call centers, workforce management is the process of assigning agents appropriately to match demand and maintain operational efficiency. 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.

Call Center 52

Call Center Management call center workforce Contact Center 52

Fonolo

MARCH 8, 2022

One vital aspect of call center efficiency is call center workforce management (WFM). Industry Report: State of the Contact Center 2022. What is Call Center Workforce Management? Put simply, your call center workforce refers to your agents. Forecasting call volume is the base of all WFM.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

NICE inContact

JULY 12, 2016

A comprehensive Workforce Optimization (WFO) solution is no longer a luxury. It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. It will be flexible, adaptable, scalable and efficient.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Verint

MARCH 23, 2015

With the help of Verint’s Craig Seebach, vice president, back-office workforce optimization, she presented some ways we can close the divide between perception and reality with system-generated activity data and performance metrics. In this first blog, we will address the first two biases: A bias for action and a bias for completion.

contact center workforce 34

contact center workforce Contact Center Metrics Management 34

Fonolo

MAY 7, 2015

Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Our 7 tips for great call center management are: Talk to Your Support Agents.

Call Center 126

Call Center Management Contact Center Coaching 126

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Voxjar

APRIL 9, 2020

We’re lucky that cloud software has made it just as easy to deploy a remote, distributed call center as it is to deploy one on-premise. The question is, how do we adjust the rest of our processes and tools to support a remote contact center workforce? You’ll learn. You can read Wind Creek’s whole story here.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Playvox

MAY 25, 2023

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In this post, we’ll explore several trends that are driving this growth and are influencing contact center leaders’ decision-making.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

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. Despite gains in self-service adoption, contact center agents are still central to providing consistently satisfying CX.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

UJET

JULY 7, 2020

30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Instead, contact center professionals should look for a solution that’s been developed as a single platform from the beginning or has tight out-of-the-box integrations.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

UJET

JULY 7, 2020

30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Instead, contact center professionals should look for a solution that’s been developed as a single platform from the beginning or has tight out-of-the-box integrations.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Verint

MAY 11, 2015

Survey comments attributed the increased job satisfaction to having visibility into their performance metrics and the organization’s performance against goals. They can then view the employee’s performance trending information and see where coaching occurred—and whether or not their metrics improved after coaching.

Management 42

Management Coaching Healthcare Employee engagement 42

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52