Customer Service Schedule adherence Trends Wait times 
Playvox
JULY 14, 2023
Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. The quality of customer service and support can also have an impact on the productivity of a contact center.
Fonolo
MAY 30, 2023
Meeting service level agreements Customers value a fast response when they reach out for customer support. 90% of customers rate an “immediate” response as important when they have a customer service question. 60% of those customers define “immediate” as 10 minutes or less, according to HubSpot.
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Serenova
AUGUST 25, 2020
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. Minimize hold time.
Playvox
APRIL 19, 2023
Ineffective time management has the potential to cause poor agent performance, reduced productivity, and a decrease in job satisfaction. At an organizational level, longer wait times due to bad time management will result in poor customer experience, and, in turn, a loss of customer loyalty.
JustCall
MARCH 9, 2023
Contact center metrics and key performance indicators are these parameters – the reflection of how a business has made its customers happy. While earlier businesses didn’t focus much on delivering value to customers through their call centers, the trends today have changed. It also helps them initiate customer advocacy programs.
Serenova
AUGUST 25, 2020
Regardless of role or department, maximizing productivity and impact begins with ensuring the right people are working on the right tasks at the right time, based on the priorities of the business. This ultimately means better experiences for your customers. Supports schedule compliance. Trends in Workforce Management.
BlueOcean
MARCH 24, 2022
With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. Today, a typical consumer wants customer service that is defined by easy access to a fast and effective resolution. But that’s shifting—and fast.
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