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. They enjoy a manageable but motivating pace. #2

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Call Design

SEPTEMBER 21, 2021

Understanding that every agent is different, catering for their unique characteristics, behaviours, and preferred learning styles is vital to the training courses they do. Allowing contact centre managers to accommodate a more extensive range of learning styles provides a better guarantee of keeping staff engaged and learning.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Contact Center Geek

MARCH 22, 2019

She is lauded for having the lowest Average Handle Time, highest Call Quality scores, and highest Schedule Adherence. Of course, she is given training on how to approve time sheets, how to score a call, and, so very often, how to run reports, but she never gets training on how to actually manage her team members.

Management 48

Management Coaching Contact Center Schedule adherence 48

NICE inContact

FEBRUARY 4, 2019

With cloud technology, often all they need is a computer, decent internet connectivity and a headset, so the setup and ongoing support needs are very manageable. Managing virtual call center agents has some unique, but not insurmountable, challenges. And, of course, managers have to remember these are real people, too.

virtual call center 61

virtual call center Call Center Schedule adherence Technology 61

Talkdesk

JUNE 16, 2016

Explain the importance of schedule adherence. Most new hires have little idea how schedule adherence impacts the call center. Make sure your agents are in the know by having someone from Workforce Management explain the impact that schedule adherence has on key performance indicators like service level.

Call Center 40

Call Center Schedule adherence First call resolution Service level 40

Monet Software

JULY 16, 2018

By using workforce management to accurately forecast and schedule agents based on anticipated call volume, and by training your agents the right way, you can deliver a positive impression of your company that cannot be replicated by technology alone. A poorly trained agent can have the opposite effect, and drive that customer away.

Schedule adherence 48

Schedule adherence Contact Center Scripts Technology 48

Serenova

JUNE 5, 2020

To maintain business continuity, organizations must find ways to help employees manage stress. With childcare centers and schools closed, navigating the challenges of trying to work productively in shared spaces can mean managing relationships, (often increasing) responsibilities, schedules and personal wellbeing.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Toister Performance Solutions

OCTOBER 26, 2017

Twitter: @bradcleveland Explain the “why” behind schedule adherence, the importance of being “in the right place at the right times.” Social Media and Customer Experience Manager, NumberBarn. Director of Workforce Management, VIPdesk Connect. Customer Care Manager and Vendor Oversight, UCare. Brad Cleveland.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

3CLogic

NOVEMBER 10, 2021

7 Employee Retention Strategies For Contact Center Managers. Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. Go Beyond Metrics To Offer Individualized Coaching.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Customer Service Life

FEBRUARY 28, 2023

During the course of the demo, they show you all of the bells and whistles of the platform before eventually landing on the reporting capabilities. In this case, supporting metrics like average handle time and schedule adherence are managed to optimize the time spent with customers. That’s a topic for another post.

Contact Center 83

Contact Center Metrics Schedule adherence Average Handle Time 83

Monet Software

DECEMBER 21, 2018

February also featured the debut of our YouTube video series “Headcetera,” a lighthearted look at how two contact centers ­– one with workforce management software, one without – face the challenges of forecasting and scheduling. August was a “prime” month, as Monet announced the release of an integrated offering with Amazon Connect.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

Monet Software

DECEMBER 4, 2019

Fortunately, workforce management software have grown increasingly sophisticated and make shrinkage easier to track and analyze. This category includes causes of shrinkage which day-to-day contact center management practices will have little effect, such as: . Scheduled and necessary breaks. Vacation time. Personal days.

Schedule adherence 15

Schedule adherence Management Contact Center Call Center 15

Pointillist

JANUARY 25, 2019

It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view. That adds up to 40+ days on hold for every person over the course of a lifetime.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75