Playvox

FEBRUARY 20, 2024

That’s where a Workforce Management solution moves from a “nice to have” to a “must have.” This is a mistake as those employees who don’t receive consistent feedback, are more likely to become disengaged and even seek opportunities elsewhere.

Management 88

Management Gamification Calibration Quality management 88

Playvox

NOVEMBER 15, 2022

“Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor , a book published in 1748. For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. .

Management 86

Management Schedule adherence Coaching Contact Center 86

Serenova

AUGUST 25, 2020

Effective workforce management also ensures that employee performance and productivity align with the goals of the department or the organization. For example, an organization may leverage WFM solutions to give real-time feedback via dashboards that highlight individual and team performance. Supports schedule compliance.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Playvox

JUNE 22, 2023

For example, “On a scale of 1 to 5, how easy was it to solve your problem today?” Make sure customers know they are anonymous and consider a real-time incentive (e.g., Keep surveys short and set customer expectations ahead of time. For example, “Please answer 3 short questions about your agent and experience today.”

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52