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

Pipkins

JANUARY 14, 2019

When it comes to purchasing a WFM software suite, making the right choice can be reason to celebrate due to the positive impact on not just your contact center operations, but your entire organization. Choosing the right workforce management or WFM software suite can be a critical factor in a company’s success. About Pipkins.

Workload forecasts 40

Workload forecasts Contact Center Marketing Accountability 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 The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams.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