Injixo

JUNE 9, 2020

Workforce management (WFM) technology is probably the most underrated solution approach to tackle agent attrition in contact centers. In this blog post, we will tell you about the top WFM features you need to reduce attrition rates and explain the benefits of WFM from an agent’s perspective.

Contact Center 52

Contact Center Technology Management Employee engagement 52

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. But what makes WFO different from WFM? What is Workforce Management (WFM)? WFM is a set of processes that helps optimize employee productivity.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. Ways to Measure Contact Center Agent Productivity Measuring productivity in the call center can be complex.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

APRIL 27, 2023

Trend 1: Expansion Of Engagement Channels First, let’s get clear on synchronous channels. Synchronous customer communication channels involve real-time communication between a customer and a service agent. Ensure every customer service representative is well-trained on new engagement tools.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

CSM Magazine

APRIL 28, 2021

Richard Pinnington at Calabrio explores today’s complex contact centre ecosystem and comes up with a strategy to create a synchronised agent and user experience. This comes as no surprise as agents regularly contend with 20+ different desktop applications to serve customers. Aiming for a single pane of glass.

CRM 59

CRM Analytics Multichannel Telecommunications 59

Customer Service Life

APRIL 16, 2018

On a more serious note, I had the opportunity to sit down with the two Jeremys and hear a bit about some of the essentials of Workforce Management (WFM) for contact centers. First, what is WFM? WFM is really important, impacting both the customer and agent experience, so it’s essential that we do it right.

Management 74

Management Contact Center Average Handle Time Service level 74