Call Design
SEPTEMBER 21, 2021
Gamification changes the game in the agent training space. Allowing contact centre managers to accommodate a more extensive range of learning styles provides a better guarantee of keeping staff engaged and learning. A recent study has shown that companies enjoy a 700% conversion rate when using gamification within their workplace.
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.
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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.
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.
CSM Magazine
DECEMBER 15, 2020
Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times. . “It was the best of times, it was the worst of times,” these immortal words are probably as true today as they were when Charles Dickens wrote a “A Tale of Two Cities” nearly 200 years ago. This brings a new set of challenges.
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.
NICE inContact
JANUARY 23, 2019
But with the company’s old internal call center solution, fluctuating call volumes weren’t being identified or managed. Schedules were done weekly—by hand—in Excel. CXone Workforce Management Pro automates forecasting and scheduling, which has improved both schedule adherence and service levels.
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