article thumbnail

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.

article thumbnail

WFM ROI: Why You Need Workforce Management Software Now

Playvox

Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor , a book published in 1748. For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Encouraging collaboration.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Small Business Call Center Software Solutions

Noble Systems

A blended system will let the same agents work on both inbound and outbound calls at the same time, managing the workflow to let incoming calls be answered and making outgoing calls to keep agents busy while they are waiting. Gamification takes otherwise routine tasks and makes them fun.

article thumbnail

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.

Metrics 52