Monet Software

NOVEMBER 11, 2020

In this case, you’ll want to investigate the underlying factors contributing to high levels of burnout—things like an obsessive focus on average handle time, negativity in quality management and coaching, a lack of autonomy for agents, inflexible schedules and so on.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Playvox

JUNE 22, 2023

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. For synchronous contacts, this includes hold times, transfers, and after-call work.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. What’s more, WFM software can give agents what they don’t realize they need—structure.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

NobelBiz

JUNE 4, 2024

Advanced WFM tools can analyze historical data to predict peak times and adjust schedules accordingly, ensuring that your call center can handle fluctuations in demand without compromising on service quality.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52