Balto

JULY 12, 2022

As we continue our series into Key Performance Indicators (KPIs) for contact centers, we’re turning our attention to managers and supervisors. But what about our managers? How, if at all, are we tracking manager productivity? What Is Manager Productivity and How Would You Track It?

Management 52

Management Coaching Contact Center Average Handle Time 52

Global Response

OCTOBER 2, 2023

Managing the reputation of your brand isn’t easy—and when you add the internet into the mix, it gets ever harder. The volume of online interactions can be impossible for small teams to manage. The volume of online interactions can be impossible for small teams to manage.

Call Center 62

Call Center Management Airlines outsourcing 62

Playvox

NOVEMBER 15, 2022

“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. . Minimize Overtime By Staffing Appropriately.

Management 86

Management Schedule adherence Coaching Contact Center 86

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. One vital aspect of call center efficiency is call center workforce management (WFM).

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Expivia

MARCH 11, 2021

Follow these call center workforce management best practices to find out how to staff your contact center the right way. What Is Call Center Workforce Management? Workforce management is the institutional process of maximizing the efficiency and performance of an organization. Intraday Management. Forecasting.

call center workforce 98

call center workforce Call Center Management Average Handle Time 98

Playvox

MARCH 29, 2022

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. So what is workforce engagement management? Why Workforce Engagement Management Matters. Workforce engagement management products get to the heart of human motivation.

Management 60

Management Contact Center Coaching Quality management 60

CSM Magazine

AUGUST 20, 2023

With the increasing complexity of cases and the need for data-driven insights, legal case management software equipped with robust analytics and reporting tools has become indispensable. What Is Legal Case Management Software?

Analytics 52

Analytics Management Feedback Metrics 52

Help Scout

APRIL 27, 2021

Understanding and managing the power of the queue is critical to a sustainable customer service organization. Why “manage the support queue” at all? That certainly would appear fair and effective, but a well-managed queue can do more than that for you and your team. 14 ways to manage your support queue. Adapt and improve.

Management 118

Management Self service Technical Support APIs 118

JustCall

NOVEMBER 23, 2022

Maintaining all communication lines efficiently and ensuring quality service are the biggest challenges for call center managers in the modern market. It is known that call centers have one of the toughest work environments in the service industry, with round-the-clock support, customer satisfaction metrics, and escalation worries.

Call Center 52

Call Center Management B2C Chatbots 52

Kayako

JULY 27, 2017

TTFR – So many acronyms, so little time! As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. And there’s so many metrics you can track !

Metrics 80

Metrics SaaS Surveys Enterprise 80

Injixo

OCTOBER 13, 2023

In a recent post , I wrote about the difference between intraday management and real-time management. While intraday management and real-time management are probably the top WFM functions that get confused, when it comes to WFM metrics, adherence and conformance have a similar understanding gap.

Call Center 52

Call Center Metrics Service level Time management 52

Injixo

OCTOBER 13, 2023

In a recent post , I wrote about the difference between intraday management and real-time management. While intraday management and real-time management are probably the top WFM functions that get confused, when it comes to WFM metrics, adherence and conformance have a similar understanding gap.

Call Center 52

Call Center Metrics Service level Time management 52

ChurnZero

AUGUST 9, 2019

5 Common Mistakes Customer Success Managers Make When Managing Their Day (And How You Can Avoid Them). Don’t we all, but the saving time is money is especially true when you are in charge of managing your customer’s success, which ultimately drives renewal revenue. . Think you could be getting more done?

Management 58

Management SaaS Metrics outsourcing 58

Andrew Mcfarland

SEPTEMBER 22, 2022

A product manager’s role is to develop a strategic vision for a brand or product. If your company is considering hiring a product manager, consider these qualities: a track record of launching products, building relationships with stakeholders, and creating an extensive strategic viewpoint.

Management 48

Management Engineering Finance Feedback 48

aircall

JUNE 25, 2021

It’s one thing to have a lot of employees and revenue, but it’s another to have operations management that enables optimum efficiency. This article will discuss what operations management is, why it’s important, and how you can apply it to your business. What Is Operations Management? Improving process quality and strategy.

Management 62

Management Education Call Center virtual call center 62

Call Experts

APRIL 22, 2021

Employee attendance data, tracking, and management are a problem for many organizations. Today, to manage your team, you must integrate the most powerful tools that can support the needs and questions of your management and team members. . Associated costs of managing absences inside your organization. We have great news.

Management 52

Management Morale Time management Metrics 52

Monet Software

APRIL 24, 2020

Management and motivational techniques are also required to overcome these new challenges. And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. Manage to the Metrics. So let’s get started! The Rules Still Apply.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. AI-driven tools and platforms are shaping the way contact centers engage with and manage their workforce. But it goes beyond enabling automation.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Q: Please introduce yourself.

Management 52

Management Upselling Accountability Metrics 52

Comm100

APRIL 22, 2024

Implementing effective tools and technology AI chatbots and live chat Implementing AI chatbots can revolutionize how routine inquiries are handled, allowing agents to dedicate more time to complex issues that require a human touch. Live chat systems provide a seamless communication channel for real-time customer interactions.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. These are skills like time management and organization, oral and written communication skills, or the willingness to collaborate. As a manager of a contact center, your role is essential to the care of your customer base.

Call Center 84

Call Center Management Coaching Contact Center 84

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? Brayan Carpio Senior Call Center Manager, Call4You Marketing “The technology aspect of NobelBiz stood out compared to the competition, and also the great team!

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Amity

MARCH 16, 2016

Issue 78 - How a Proactive CSM Manages Their Time. As a Customer Success Manager, you’re expected to be proactive. In a recent survey of over 700 CSMs, Glide Consulting LLC found that the most commonly reported frustration of a CSM was time management. Process Your Inbox 2 Times a Day.

Management 73

Management SaaS Time management Customer retention 73

JustCall

OCTOBER 19, 2023

About 63.37% of leaders feel making WFH a permanent option should be essential: However, maintaining employee productivity for any contact center manager is near impossible, no matter how much they micro-manage. Time Management Problems: Your remote workers may have gotten used to working in more flexible schedules.

virtual call center 52

virtual call center Sales call center software Scripts 52

NobelBiz

JUNE 19, 2023

. – Brad Butler, Contact Center Software Consultant @ NobelBiz Mastering the Art of Real-Time Monitoring as a Call Center Supervisor Real-time monitoring is an art that, once mastered, opens a new dimension of customer service management. Agent Monitoring The focal point of real-time monitoring is agent monitoring.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Call Experts

JUNE 30, 2022

Are you looking for time management tips that will help you and your business? Everyone knows they should be spending their time more efficiently, but very few people actually do something about it. . Time management is a hot topic in the world of small business. DIY Time Management Tips. .

Time management 52

Time management Management outsourcing Contact Center 52

Fonolo

OCTOBER 6, 2022

Your absence rate can be used to highlight general areas of improvement around productivity or identify employees who may need support with time management. Before you roll your eyes at yet another performance metric to track, consider the KPIs directly affected by absenteeism: Cost of operation. Insufficient support at work.

Call Center 81

Call Center Abandon rate First call resolution Contact Center 81

AWS Machine Learning

FEBRUARY 7, 2023

SageMaker automatic model tuning Automatic model tuning, also called hyperparameter tuning , finds the best version of a model as measured by the metric we choose. Each training job can be completed early when the objective metric isn’t improving significantly, which is known as early stopping.

Metrics 81

Metrics Analytics Engineering Accountability 81

Monet Software

JANUARY 6, 2020

As we discussed here , contact center leaders spend significant time and energy creating detailed workforce management forecasts. After all, bottom-line success demands that call center managers schedule the correct number of agents for each shift. Adapting to Change in Real Time. These are essential tasks.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

COPC

JULY 20, 2023

Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition.

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

NobelBiz

FEBRUARY 21, 2023

On one hand, reporting refers to data collection on various metrics, such as customer satisfaction, call volume, agent performance, and other relevant KPIs. Presented using reports to monitor a contact center’s performance over time. Optimize staffing: Through analytics, managers can identify peak call times and volumes.

Best practices 52

Best practices Analytics Contact Center Coaching 52

JustCall

FEBRUARY 3, 2021

Call center managers are the ringmasters of all operations in a call center. Likewise, sales and customer support managers supervise corresponding agents. Ensuring that your agents are doing well on-job is more than just a matter of measuring metrics. Call center managers take the onus of keeping the performance graph steady.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

Serenova

AUGUST 25, 2020

For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level. However, a recent study highlighted that more than 69% of businesses still have no cross-channel workforce management solution in place. What is Workforce Management?

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Call Design

SEPTEMBER 2, 2021

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” How we understand our agents often comes from our KPIs and their metrics. What does it take to get to the next level of WFM?

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

JustCall

APRIL 3, 2023

Relationship management : When it comes to building and maintaining strong relationships with customers, the customer success team is always at the forefront. Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52