Playvox
JULY 31, 2023
When thinking about workforce management (WFM), often people think of forecasting and scheduling. Ensuring that employees can be a part of managing their schedule has big benefits. Workforce management processes focus on optimizing how, where, and when work gets done, and who is best suited to do the job.
Playvox
AUGUST 25, 2022
As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned. Balloon Game.
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CX Accelerator
DECEMBER 31, 2018
one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard. Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done.
Global Response
DECEMBER 2, 2022
Key performance indicators (KPIs) are displayed on a dashboard that allows customer service managers to assess performance and to determine needed changes, such as increasing or decreasing staffing. Schedule adherence refers to how well an employee complies with their scheduled work times, including start, stop, break and time off.
Call Center Weekly
JANUARY 30, 2018
Put simply, it states the desired goals (success measured by metrics) and the actions that this group believes the rest of the organization should take to meet these goals. Creating and project managing the operational plan to ‘make it so’, is the key to success. Here are a few essentials in managing a successful execution plan.
Noble Systems
SEPTEMBER 29, 2020
If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? At the core, it is comprised of forecasting accuracy, effective scheduling, and efficient rostering. Let’s take a look.
Callminer
APRIL 24, 2020
In essence, this structured interview process allows a group of candidates to work through tasks and assessments; it also gives those in charge of hiring the opportunity to select the best performers in the group and train them together to become new call center agents. Leverage Call Monitoring & Scoring. Avoid Negative Language.
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