Aspect
MAY 6, 2020
Performance Monitoring: With agents working primarily alone in their home offices, expectations for adherence and productivity will likely change as well. Adherence alarms, shrinkage analysis, super-state analysis and many other existing performance reporting mechanisms will need to be adjusted to the new norms of performance.
Calabrio
APRIL 23, 2025
Imagine: Seeing that an agents drop in performance coincides with recent schedule changes or denied PTO. Linking a teams adherence spike to better CSATand sharing the insight with WFM planners. Sentiment Analysis Gets Smarter: The Shift to GenAI For years, sentiment analysis in contact centers relied on a rules-based approach.
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Calabrio
FEBRUARY 7, 2025
Management staff are freed from error-prone tasks such as updating and manipulating spreadsheets for rosters, holidays, and performance analysis. Applying similar analysis to back office operations enables better anticipation and planning for variations in demand, as well as more efficient task distribution.
Aspect
MAY 18, 2020
Maximum Insights for Adherence Alarms – With agents at home, the supervisor loses all the visual cues that enable him or her to understand whether agents are coming in late, leaving early, taking long lunches or any other departure from their official schedule.
Calabrio
FEBRUARY 25, 2025
It provides tools for forecasting, scheduling, performance management, and workforce engagement, catering in particular to the needs of larger enterprise contact centers. It emphasizes automation and efficiency, providing tools for automated scheduling, adherence monitoring, and performance tracking.
Calabrio
MARCH 22, 2025
Add flexibility with self-scheduling Empower agents with the ability to manage their schedules, promoting better work-life balance and increasing job satisfaction. These tools consider factors like customer history, agent skills, real-time availability, and even sentiment analysis to ensure optimal matching.
Hodusoft
OCTOBER 22, 2021
Additionally, to improve employee engagement and customer satisfaction, you can employ schedule adherence and conformance metrics. Using sophisticated social media monitoring and analysis can improve agent productivity in the long term. Monitor and analyze social media.
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