Playvox

FEBRUARY 20, 2024

” Before bringing in an automated solution for scheduling, many call and support centers may have had entire teams dedicated to managing schedules, adherence, time off, and other complexities that come with managing a remote workforce and global teams.

Management 88

Management Gamification Calibration Quality management 88

Noble Systems

MARCH 22, 2021

Automated WFM efficiently and effectively provides accurate forecasting, skills-based staffing optimization, intra-day changes, and schedule adherence. Workforce management healthcare call center solutions eliminate the time spent on scheduling and ensures appropriate staffing at all times.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Callminer

APRIL 24, 2020

Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance. Incorporate Customer Feedback into Performance Improvements. The key takeaway is to use customer feedback (surveys, social media, etc.)

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

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. . You might find even yourself re-creating a report a second, third, or fourth time to meet individual users’ needs. Focusing on values and seeking feedback.

Management 86

Management Schedule adherence Coaching Contact Center 86

Noble Systems

SEPTEMBER 29, 2020

Optimize operational performance and lower costs – Get the critical data and feedback you need to effectively and efficiently manage agent and workflow processes across functions and teams, giving you a unified view of contact center performance. Gamification. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Noble Systems

AUGUST 1, 2019

They might become less active in meetings, no longer interested in offering input, content just to sit back and listen. When agents are overloaded, they are often tardy to work, call in sick more frequently, take longer lunches and breaks, don’t show up to meetings and leave work early. Apathy and isolation. Increased absenteeism.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Playvox

JUNE 22, 2023

Schedule Adherence Schedule adherence is the amount of time agents work that coincides with the time period they are scheduled to work — sometimes simply called adherence. The time considered in adherence includes on-queue time, off-queue work, and activities such as meetings and training.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52