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Elevating Real-Time Planning: A Path to Improved Performance and Reduced Turnover

Call Design

Recruiting and retaining skilled Real-Time Analysts (RTAs) has always been one of the biggest challenges for contact centres. This often small but mighty team keeps customer service levels on track, protects employee wellbeing and helps avoid unnecessary cost blowouts. Ive seen it firsthand and Id bet most of you have too.

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How to Build a Workforce Management Plan

Calabrio

Effective workforce management isn’t just about having enough people on the clock; it’s about having the right people with the right skills at precisely the right moments. It ensures that the right number of employees with the right skills are in the right place at the right time.

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Tackling Surges in Calls Without Hiring More Staff

Call Design

Tools like Intradiem (Real Time Management automation) and calld.ai (virtual agents) can help ensure the service you offer doesnt suffer during peaks in demand. Intradiem provides real-time management automation that can ensure your staff stay focused and engaged during periods of high demand. Intradiem and calld.ai

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Service Level – Are You Measuring it the Wrong Way?

COPC

Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition. Is that okay?”

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Effective Time Management Techniques for Contact Center Agents

Playvox

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.

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Service Levels: Why They Suffer, and What You Can Do About It

Monet Software

Service level is just one element that contributes to a customer’s positive call center experience – but it’s an important one. If your business is like most contact centers, you calculate service level by the percentage of calls answered within a pre-determined time period – for example, answering 80% of calls in 20 seconds or less.

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Call Center Agent Time Management Tips

Voiptime

Time management is the favorite theme of many seminars and self-development courses for young or even experienced call center managers. Well, we all know that the only resource that can’t be bought, restored, or gained is time - and the efficiency of its use is the fundamental part of success for any business.