Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Leaders must set the tone for everyone else to follow.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Monet Software

FEBRUARY 13, 2020

With a WFM solution, responsive scheduling and service-level achievement can combine with ease. One moment you’re obsessing about workforce engagement, an hour later about service levels. The Scheduling Problem. Usually, the real issue boils down to scheduling. The oscillation can seem endless.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

Monet Software

DECEMBER 4, 2019

Aggressive efforts to eradicate shrinkage in call centers can negatively affect team cohesion, agent training, morale and retention. Excessive shrinkage, however, is a barrier to meeting service levels and achieving profitability. Personal days. Socializing and personal calls. Vacation time. Emergencies.

Schedule adherence 15

Schedule adherence Management Contact Center Call Center 15