Gamification Quality management Schedule adherence Technology 
Playvox
FEBRUARY 20, 2024
The rise of technology has made it easier than ever for employees to work from home or other remote locations, and many companies are reaping the benefits of this arrangement. That’s where a Workforce Management solution moves from a “nice to have” to a “must have.”
Talkdesk
JULY 16, 2019
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.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Playvox
JUNE 22, 2023
As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Call center managers need metrics to successfully measure agent performance and improvements to call center operations. Do your metrics provide answers to these questions?
Noble Systems
SEPTEMBER 29, 2020
Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing. A true WFO suite includes a number of technologies.
Serenova
JUNE 5, 2020
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.
Expert insights. Personalized for you.
88 
Let's personalize your content