Employee engagement Schedule adherence Service level Technology 
CX Accelerator
DECEMBER 31, 2018
We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. At a leader level, do they feel like there are unclear/changing priorities? They have a free or paid version.
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. Leaders must set the tone for everyone else to follow.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Monet Software
JUNE 10, 2021
Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. Better schedules make for better shifts, too, because agents neither feel overwhelmed nor underutilized. 1 Start with Data. 8 Revisit and Refine.
Playvox
JANUARY 25, 2024
It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX). Why is WEM Better than WFO?
Playvox
JULY 14, 2023
Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics. phone or digital), and are they taking breaks at the most optimal times to maintain service levels. Are your agents engaged? How accurate is your forecast to actuals?
Playvox
FEBRUARY 20, 2024
With more employees demanding flexible work options, it is likely that remote work will become even more common in the future, and companies will need to continue to adapt to thrive. By applying scores and prizes to your employees’ everyday tasks, you can make work feel more enjoyable and increase employee engagement.
OctopusTech
MARCH 1, 2023
Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed. Fight the urge. Train your supervisors.
Expert insights. Personalized for you.
244 
Let's personalize your content