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. These resources include time, staff, technology, and processes. By scheduling call-backs for quieter times, you increase efficiency and decrease agent downtime.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Playvox

JULY 14, 2023

In times where doing more with less is critical, the first place a business should look to save costs is with their people and their processes. The quality of customer service and support can also have an impact on the productivity of a contact center. Are agents working on what they are scheduled to do?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

JustCall

MARCH 9, 2023

While earlier businesses didn’t focus much on delivering value to customers through their call centers, the trends today have changed. Call Arrival Rate It is a type of call volume metric that tells a business how many calls are being received by all agents within a set period of time. You want this metric to be as low as possible.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

Playvox

JUNE 22, 2023

What trends, such as AI , will shape CX in the coming years? The Customer Satisfaction score can also be applied at the company level. Allow for additional customer sentiment comments in surveys and categorize them to spot trends for improvements. How are you tracking customer satisfaction and customer experiences?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Hodusoft

JUNE 7, 2024

Key components of call center management Key metrics to evaluate the success of call center management Challenges in call center management Best practices for efficient call center management Trends in call center management An Understanding of Call Center Management What is Call Center Management?

Best practices 52

Best practices Call Center Omni-channel support Management 52

Playvox

APRIL 19, 2023

Ineffective time management has the potential to cause poor agent performance, reduced productivity, and a decrease in job satisfaction. At an organizational level, longer wait times due to bad time management will result in poor customer experience, and, in turn, a loss of customer loyalty.

Time management 56

Time management Contact Center Management Schedule adherence 56

Talkdesk

JULY 16, 2019

Customer Satisfaction (CSAT) and Net Promoter Scores (NPS) can help inform you about customer opinion trends in your particular customer base. These kinds of call center metrics can help you to make informed decisions about workforce management and service level.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43