Playvox

JULY 14, 2023

phone or digital), and are they taking breaks at the most optimal times to maintain service levels. To minimize the percentage of unproductive time periods, you need a workforce management (WFM) solution that will accurately forecast multichannel agents across all channels in your business. What is the occupancy rate?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Eptica

OCTOBER 21, 2015

This means they don’t need to pick up the phone, send an email or use social media to make contact so it improves service levels and efficiency at the same time. This in turn makes it possible for customer service agents to spend their time dealing with the more complex queries that require greater human intervention.

Multichannel 74

Multichannel Self service Contact Center Morale 74

Hodusoft

OCTOBER 19, 2023

Read Also: Why BPO Companies Must Adopt Multichannel Customer Support Center 6. Vendor Management Companies that are planning to outsource some of their BPO services, must select their vendors carefully. Together these not only help in enhancing agents’ skills but also contribute to cost reduction.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. With smart-routing, companies can also boost employee morale.

Call Center 561

Call Center Metrics Contact Center Wait times 561