Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges. First, let’s define remote work.

Management 88

Management Gamification Calibration Quality management 88

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. . Research by Nucleus found that workforce management solutions pay back an average of $12.24 Coach And Develop Your Customer Service And Support Team.

Management 86

Management Schedule adherence Coaching Contact Center 86

Noble Systems

OCTOBER 18, 2018

Continuous feedback on product knowledge, customer service skills, system usage and various efficiency measures are also important. Managers should set the desired threshold for agents and teams. Are agents making calls during times the schedule says they are available? Gamification motivates employees to stay on track.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

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. What is Workforce Management (WFM)? At the core, it is comprised of forecasting accuracy, effective scheduling, and efficient rostering. Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

Noble Systems

MARCH 22, 2021

Workforce Management Ensures Proper Staffing and Flexible Scheduling. Workforce management is critical for today’s healthcare call centers – whether using on-site or remote agents or a hybrid model. Real-time analytics healthcare call center technologies provide instant feedback during an interaction.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Callminer

APRIL 24, 2020

Following the agent interview and selection process, managers should be keyed into how best to facilitate ongoing agent support, growth, and training. Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

CSM Magazine

JANUARY 9, 2023

The collaboration enables Salesforce Service Cloud customers to more efficiently manage forecasting, scheduling, adherence, capacity planning and long-term scheduling within Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights. About Playvox.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59