Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? All that time adds up quickly.

Self service 85

Self service Management Coaching Contact Center 85

Fonolo

MAY 30, 2023

Simply put, workforce management is the strategic discipline of carefully deploying your resources, so you hit your service level targets while keeping costs in check. It can transform the customer and agent experience by aligning staffing levels with customer demand. higher adherence rate than those without.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Playvox

AUGUST 25, 2022

Another person may not adhere to scheduled breaks or lunches. All these singular actions can negatively impact service level metrics and the customer experience. There are a couple of different ways to help customer service agents understand the ways each of them can positively or negatively impact service levels.

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

OctopusTech

MARCH 1, 2023

Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

CSM Magazine

DECEMBER 15, 2020

There is also the new concept of ‘work support bubbles’ which mean that if there is positive COVID test in one of the bubbles, contact with other team members (and shifts) can be limited and properly controlled without impacting service levels.

Management 52

Management Schedule adherence Gamification At home agents 52

Noble Systems

MARCH 19, 2021

You won’t have to transfer a caller around to get them an answer – which is often one of the biggest customer complaints about customer service. The IVR can also provide advanced features, such as self-service for items that don’t necessarily require a live person (ie, checking an account balance). allow the number.

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