DMG Consulting

JANUARY 10, 2022

While it’s understandable that agents need to adhere to an agreed-upon set of working hours for a contact center to meet its service level (response time) commitments to customers, demanding overly high occupancy rates (the percentage of time that agents are required to be available to handle interactions) is not a good practice.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

CSM Magazine

DECEMBER 15, 2022

For example, workforce management software helps ensure you have the right agents available to meet service levels by creating forecasts based on the most recent trends and schedules that match your employees’ needs (such as leaving every day at 3:00 p.m. for school pick-up.).

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer. Gamification. The Noble Workforce Optimization Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

CSM Magazine

APRIL 28, 2021

When Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘ right tools and tech ’. They adopted Calabrio QM analytics to accelerate customer contact resolution and restore service levels.

CRM 59

CRM Analytics Multichannel Telecommunications 59