Playvox

MARCH 1, 2022

Service levels could suffer, and besides, training costs money. As one of our recent webinar presenters put it, “No matter how big the meal, I’ll still be hungry tomorrow.” Employees can access eLearning materials through devices such as computers, tablets, and mobile phones. Watch the Webinar.

Contact Center 83

Contact Center Call Center Service level Employee engagement 83

Fonolo

SEPTEMBER 28, 2021

According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company. They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Remember the acronym S.M.A.R.T

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Playvox

JANUARY 12, 2023

Focusing on keeping agents engaged and motivated will be far more productive in the end, helping you retain your team and reduce the costs of the CX department. Related On-Demand Webinar: Coaching: Tips and Tricks to Make it Effective. When you can’t be sure, you put your service levels — and your customer relationships — at risk.

Quality management 69

Quality management Coaching Contact Center Metrics 69

NICE inContact

OCTOBER 30, 2019

Award winners will show the steps taken to improve their customer experience resulting in improvements in first call resolution, service level, or Net Promoter Score (NPS). Best Employee Engagement This category salutes clients who have utilized technology to successfully engage and motivate their workforce.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

teleopti

DECEMBER 16, 2019

The latest predictive and prescriptive analytics provide anticipatory insights into call volumes while suggesting data-driven best practices to exceed service levels. Then, introduce desktop and process analytics to release the full potential of your customer-facing employees. What does 2020 have in store for you?

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

Playvox

JUNE 7, 2023

Related Article: Boosting Employee Engagement: 6 Tips for Keeping Contact Center Agents Motivated What Can Workforce Management Do? You don’t want a customer waiting long for an agent to assist them, as this will lower the service level and risk your contact center not meeting its service goals.

Management 52

Management Contact Center Abandon rate Metrics 52

Noble Systems

SEPTEMBER 29, 2020

Workforce Management – WFM includes robust forecasting and staffing management that let you create schedules that put the right resources in the right place at the time, and then tracks schedule adherence so you can make adjustments to meet service level goals. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch.

Management 86

Management Gamification Quality management Schedule adherence 86