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Even though contactcenter facilities were shuttered, businesses still had to serve their customers, which meant setting up their agents to work remotely. Those with cloud contactcentersolutions were able to make the transition quickly. What is a cloud solution? Easily integrate with other solutions.
Aspect Workforce emphasizes automation and efficiency, with tools for automated scheduling, adherence monitoring, and performance tracking. Key Features & Differentiators Enterprise focus: The Aspect Workforce Enterprise solution offers a feature set geared toward enterprise workforce management for distributed global teams.
Ways to Measure ContactCenter Agent Productivity Measuring productivity in the call center can be complex. If you have the right contactcentersolutions that provide real-time and historical data for the most important call center productivity metrics, it’s a lot easier.
Assume you can make a 15% improvement to average handle time, first call resolution, self-service rate and scheduleadherence. Our example is based on a hypothetical, 15-seat contactcenter servicing roughly 3,000 weekly interactions. Here is an example* of how improving these KPI’s can lead to big savings.
Related Article: Why We Use AI in Playvox WFM (and How It Improves ContactCenter Metrics) The Most Common Call Center Workforce Management Metrics So, what metrics should you look at? Workforce management solutions like Playvox WFM let you take a much more detailed approach to analyzing a customer support center.
Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics. Ensuring that employees can be a part of managing their schedule has big benefits.
Instead, WFM software allows you to easily produce reports with drill-down functionality that provide real-time insight into key call center measures for center-wide optimization: punctuality, adherence, occupancy, service levels, workstreams and tasks, forecast accuracy, and more.
Contactcentersolutions can dramatically change the way your organization operates and functions. Related Article: WFM ROI: Why You Need Workforce Management Software Now How Can Time Management Strategies Help ContactCenter Agents? Related Article: 3 Tips For Optimizing Your ContactCenterSchedule 3.
Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. Related Article: Call Center Workforce Management Metrics: How To Measure And Improve Performance Here is our comprehensive guide to the essential call center efficiency metrics.
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