Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction.

Time management 56

Time management Contact Center Management Schedule adherence 56

CX Accelerator

DECEMBER 31, 2018

At a leader level, do they feel like there are unclear/changing priorities? 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.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

JUNE 22, 2023

Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy. Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Playvox

FEBRUARY 20, 2024

Overall, remote work has redefined how we collaborate and do business. And, it’s forced companies to get creative in their management practices to figure out how to best manage remote teams. That’s where a Workforce Management solution moves from a “nice to have” to a “must have.”

Management 88

Management Gamification Calibration Quality management 88

Taylor Reach Group

AUGUST 23, 2017

But how does this help us know when and where to employ which reports? This represents a factoid that is useful to assist senior management to understand the overall performance and if these data points are shared regularly, they will develop a frame of reference related to changes, patterns and shift in the data. Login time.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

CSM Magazine

NOVEMBER 28, 2017

On the other hand if shortfalls and service level targets are at risk agents scheduled for lower priority activities can be called upon to cover any gaps in staffing, shifts can be extended or home-working agents requested to log-on via the system.

Schedule adherence 40

Schedule adherence Engineering Service level Coaching 40