Noble Systems

JUNE 3, 2020

Peter Drucker (legendary management consultant) is credited with saying “culture eats strategy for breakfast.” This quote has been widely used to explain that the culture of your company always determines success, regardless of how effective your strategy may be. The same can be said of technology. the list is never ending.

Morale 85

Morale Contact Center Government Consulting 85

Playvox

FEBRUARY 13, 2023

The operational level is your day-to-day concerns — looking for key trends, keeping service levels in check, identifying customer service agents who need coaching sessions, and measuring agent productivity, performance, development, and improvement. It’s not enough to stick to managing quality at the operational level.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Why is Workforce Management Important in the Call Center?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

SharpenCX

APRIL 16, 2021

Here are three ways to take action and support your agents, so they can deliver better service for customers. Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. People are motivated by success.

Customer Service 67

Customer Service Construction Coaching Metrics 67

Playvox

JULY 14, 2023

phone or digital), and are they taking breaks at the most optimal times to maintain service levels. Schedule sessions during times when productivity and service levels are not impacted. Download our eBook on reducing contact avoidance and schedule a demo of Playvox Workforce Engagement Management.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

SharpenCX

JUNE 23, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Service level. Service level is a fundamental metric. Service level helps you dissect the details of your call center.

Contact Center 101

Contact Center Abandon rate Management Metrics 101