Contact Center Pipeline
JULY 11, 2018
Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience.
Playvox
JULY 14, 2023
Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.
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Serenova
AUGUST 25, 2020
There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level.
CX Accelerator
DECEMBER 31, 2018
When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard.
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.
Playvox
NOVEMBER 15, 2022
For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Globally, a 2022 Gallup report shows that only 21% of employees are engaged in their work, with about 35% of the U.S. Automate Reports.
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.”
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