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

Noble Systems

OCTOBER 18, 2018

Managers should set the desired threshold for agents and teams. Are agents making calls during times the schedule says they are available? Do they start their shift on time or take breaks when scheduled? Measurement of schedule adherence is important, and ongoing feedback to agents is essential to improving productivity.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Noble Systems

APRIL 14, 2021

Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. Reporting gives managers the critical information they need to make informed decisions.

virtual call center 98

virtual call center Call Center call center solutions call center software 98