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

At a leader level, do they feel like there are unclear/changing priorities? one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard.

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.” You could also consider access to wellness programs, counseling services, or even time management training.

Management 88

Management Gamification Calibration Quality management 88

Playvox

JANUARY 25, 2024

Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. This results in long wait times and abandoned conversations. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CSM Magazine

NOVEMBER 28, 2017

On the other hand if shortfalls and service level targets are at risk agents scheduled for lower priority activities can be called upon to cover any gaps in staffing, shifts can be extended or home-working agents requested to log-on via the system.

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. Armed with this powerful information.

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