Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics. During the best of economic times, it’s a smart business practice.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Taylor Reach Group

MARCH 27, 2018

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Call Center, Contact Center and Customer Experience Events - April 2018. Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do.

Schedule adherence 48

Schedule adherence Average Handle Time Consulting Consulting 48

Playvox

FEBRUARY 20, 2024

The rise of technology has made it easier than ever for employees to work from home or other remote locations, and many companies are reaping the benefits of this arrangement. One of Playvox’s customers, MongoDB , had many of the typical challenges seen with dispersed global teams.

Management 88

Management Gamification Calibration Quality management 88

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. Best Practices For Effective Inbound Calls Strategy 1. Fight the urge.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Talkdesk

JULY 16, 2019

How Call Center Performance Management Improves Customer Experience When a customer reaches out to your contact center for help with an issue, what do they expect? Do they want personal, friendly customer interactions, or do they want an effective call center agent who can provide fast resolution of their issue?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Monet Software

DECEMBER 21, 2018

We were proud to announce the official release of our Workforce Management (WFM) solution for Salesforce, which integrates easily with Salesforce Service Cloud or Sales Cloud case management systems to provide an advanced omnichannel WFM solution directly from Salesforce.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

CSM Magazine

DECEMBER 15, 2020

There is also the new concept of ‘work support bubbles’ which mean that if there is positive COVID test in one of the bubbles, contact with other team members (and shifts) can be limited and properly controlled without impacting service levels. It’s an evolution of WFO to WEM. About the Author.

Management 52

Management Schedule adherence Gamification At home agents 52

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. These teams can benefit greatly from call center solutions for small business that can help them manage customer contacts and improve SMB customer service delivery. Cloud Contact Center for SMBs.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. Are your customers happy? How are you tracking customer satisfaction and customer experiences?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Monet Software

JULY 30, 2019

Quality of Service. Service Level: Service level refers to the percentage of calls being answered within a given time frame and measures the overall performance of how accessible your service is for customers. Additionally, service level, in isolation, does not provide the full picture.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

ViiBE Blog

APRIL 28, 2021

Since they’re the most involved with customer interactions, their performance directly affects the customer experience. This article will teach you how to measure an agent’s performance and other important customer service metrics. The call center agent is at the core of any call center. Conclusion.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

3CLogic

NOVEMBER 10, 2021

Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses. Technology that isn’t up to par. Rude or aggressive customers. Not convinced?

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Noble Systems

SEPTEMBER 29, 2020

The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing. WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience.

Management 86

Management Gamification Quality management Schedule adherence 86

Taylor Reach Group

AUGUST 23, 2017

If you don’t know how a specific area or task is performing, then you cannot gauge improvement or degradation that occurs based on any changes to processes, technologies or staffing that have been made. Schedule Adherence. You may have noted that metrics such as Service Level, Calls per day, abandoned calls, occupancy, etc.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66