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. Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done.
Playvox
NOVEMBER 15, 2022
For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Globally, a 2022 Gallup report shows that only 21% of employees are engaged in their work, with about 35% of the U.S. Investing in technology that supports engagement.
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Playvox
JANUARY 11, 2024
Contact center leaders know that carefully laid out schedules quickly can go awry on any given day. Automated call center WFM technology allows you to flex on a dime throughout the day to be properly staffed and make sure service level goals are met no matter what the disruptions.
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. Workforce management software includes tons of cool technology, but scheduling is as much art as it is science. 1 Start with Data.
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
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.
Playvox
JULY 14, 2023
Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics. Technology solutions can help identify slow processes or lack of agent knowledge on how to best help a customer. Are your agents engaged? How accurate is your forecast to actuals?
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