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

This gave them skills to better communicate their developmental needs to their boss.Each team held a meeting to establish norms for development. This is where I fit into the project—I facilitated each meeting as a neutral party. At a leader level, do they feel like there are unclear/changing priorities?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

FEBRUARY 20, 2024

That’s where a Workforce Management solution moves from a “nice to have” to a “must have.” With five separate WFM schedulers handling schedules for different regions, scheduling for things such as daylight savings changes was difficult since not all regions changed time simultaneously.

Management 88

Management Gamification Calibration Quality management 88

CSM Magazine

NOVEMBER 28, 2017

Using intraday automation for daily re-forecasting means quiet time can be identified in advance so it can be better utilised for all important one-to-one coaching sessions, team meetings or additional training etc. They can identify potential service level risks or staffing problems and recommend in advance how to fix things.

Schedule adherence 40

Schedule adherence Engineering Service level Coaching 40

Noble Systems

MARCH 19, 2021

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. They need a 360-view of what’s going on at any time. Can they meet your needs and grow with you?

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Taylor Reach Group

AUGUST 23, 2017

From the above, we can deduce that high-level (50,000-foot view) reporting is best suited for high-level, big-picture performance metrics such as what is the Service Level, Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) , First Contact Resolution (FCR) or Average Speed of Answer (ASA)across the organization.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66