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Adapting to a Global Workforce: Managing Remote Teams Effectively

Playvox

That’s where a Workforce Management solution moves from a “nice to have” to a “must have.” Employ Gamification Gamification is often employed for managing remote contact center agents because it provides workers with tangible rewards as an incentive.

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What is Call Center Performance Management?

Talkdesk

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

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Playvox Launches New Workforce Engagement Solutions for Salesforce Contact Center

CSM Magazine

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.

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Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. Gamification. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer.

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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

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.

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Cooling Call Center Agent Stress Through a COVID-19 Summer

Serenova

It minimizes administrative effort, improves agent engagement and schedule adherence, and reduces labor costs. You can help combat this by dialing up feedback with quality management tools. With quality management solutions like CxEngage QM , call center agents can be recorded and scored against benchmarks.