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How to Track Remote Team’s Call Performance: A Guide for Sales and Support Leaders

JustCall

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. To top it off, tracking calls for remote workers and maintaining quality can add insult to injury.

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Streamlining Operations Management Through Communication + Automation

aircall

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.

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Call Monitoring and Analytics: How to Turn Agents into Seasoned Experts

JustCall

Call center managers are the ringmasters of all operations in a call center. Likewise, sales and customer support managers supervise corresponding agents. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring.

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Multiple Workstyles May Signal the Need for New Compensation Plans at Many US Contact Centers

Taylor Reach Group

After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. Managing a blended team has its fair share of challenges. Reduced wages ultimately creates workforce friction.

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The most productive workers get more done with intentional scheduling

Liveops

Intentional scheduling is the future of time management. Sales/contact center representatives. Managers/executives. Take brick and mortar call centers, for example, where the average ‘lifespan’ of a US call center worker is approximately three years, with turnover rates of 30-40 percent.

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Small Business Call Center Software Solutions

Noble Systems

This is especially true for managing customer contacts, which, while vital to growing a business, can have negative impacts if not done well. Call Center Software for SMB. In the past, the technology required to power small business call center software and hardware was usually expensive and bulky.

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The most productive workers get more done with intentional scheduling

Liveops

Intentional scheduling is the future of time management. Sales/contact center representatives. Managers/executives. Take brick and mortar call centers, for example, where the average ‘lifespan’ of a US call center worker is approximately three years, with turnover rates of 30-40 percent.