CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

JANUARY 11, 2024

Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM. When WFM is effective, team members deliver outstanding customer experience and positive outcomes while maximizing productivity and performance. What is Workforce Management for Call Centers?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Hodusoft

OCTOBER 22, 2021

The ability to deliver better customer service enhances when the customer service team members are happy, fulfilled, and motivated. Likewise, when employees are tired, overworked, or unhappy , it shows in their work. Boosting employee engagement and creating a positive outlook about work can be useful to the team.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Serenova

AUGUST 25, 2020

Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. However, a recent study highlighted that more than 69% of businesses still have no cross-channel workforce management solution in place. This ultimately means better experiences for your customers.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

OctopusTech

MARCH 1, 2023

Responding to inbound calls is a primary function of most customer service teams that are looking to enhance the customer experience. Inbound calls are a fundamental aspect of customer service and support call centers. This can significantly increase a call center’s productivity while improving customer experience.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Playvox

JULY 31, 2023

Ensuring that employees can be a part of managing their schedule has big benefits. Improved Efficiency Getting your staffing levels right and creating a balanced workload across all of your customer service channels is crucial. The more organizations can do to encourage this, the better.

Self service 85

Self service Management Coaching Contact Center 85

Serenova

AUGUST 25, 2020

Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. However, a recent study highlighted that more than 69% of businesses still have no cross-channel workforce management solution in place. This ultimately means better experiences for your customers.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40