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. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction.
Fonolo
MAY 30, 2023
The Golden Rules of SLAs Real-time adherence Studies show that contact centers with WFM tools have a 7.5% higher adherence rate than those without. Real-time adherence ensures that contact centers can react quickly to changing customer demand. All roads should lead here, and WFM software puts you on track.
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Serenova
AUGUST 25, 2020
An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. Supports schedule compliance. Trends in Workforce Management. Minimize hold time.
Serenova
AUGUST 25, 2020
Regardless of role or department, maximizing productivity and impact begins with ensuring the right people are working on the right tasks at the right time, based on the priorities of the business. Supports schedule compliance. Schedule adherence assesses how closely a contact center agent follows their scheduled activities.
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.
BlueOcean
MARCH 24, 2022
With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. In those early days, nothing was “business as usual” and we were all sharing a bizarre and frightening collective experience. But that’s shifting—and fast.
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. All they care about is results, and different callers will have different opinions about their interactions.
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