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The State of B2C Complex Customer Care

BlueOcean

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Modified Recruitment Strategy.

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Building Your Best Culture in 2019

CX Accelerator

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done. At a leader level, do they feel like there are unclear/changing priorities?

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The Importance of Workforce Management for Contact Center Leaders

Serenova

An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. This ultimately means better experiences for your customers. Supports schedule compliance.

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How One Person Can Dramatically Impact Your Workforce Management Plan

Playvox

A few seconds can feel like an eternity – particularly when no one contacts a customer care center because they want to do it; they have to reach out to your company as avenues such as self-service have likely failed. Power of One Customer Care and Contact Center Exercises. ENJOYING THIS ARTICLE? Balloon Game.

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Quickly Fix Agent Performance on the Cheap

Toister Performance Solutions

Twitter: @bradcleveland Explain the “why” behind schedule adherence, the importance of being “in the right place at the right times.” It costs under $100 to create and set up a station in your office with thank you cards, markers, stickers, crayons, stamps and allow your agents to connect with customers on a whole new level.

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Workforce Management Guide for Contact Center Leaders (& Why it’s Important)

Serenova

An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. This ultimately means better experiences for your customers. Supports schedule compliance.

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KPI 101: Call Center Workforce Management Metrics

Global Response

Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Schedule adherence refers to how well an employee complies with their scheduled work times, including start, stop, break and time off.