Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at the Same Time. Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. We all love a win-win.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Fonolo

NOVEMBER 3, 2022

Average handle time. TIP: Conducting anonymous employee satisfaction surveys is a great way to determine how team members feel about their jobs. All of these activities contribute to a more engaged contact center workforce. Gather Your Data: Customer satisfaction score. Agent absenteeism rate.

Call Center 128

Call Center Interactive Voice Response First call resolution Contact Center 128

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Calabrio

APRIL 8, 2025

In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call. Despite relying on surveys and focus groups, as well as tools like contact center sentiment analysis, to help them do so, many organizations struggle to get a real sense of how customers feel.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Calabrio

MARCH 5, 2025

As SQM Group data suggests, industry-specific FCR averages can vary significantly, from 39% to 91%. Its also important to evaluate FCR in context of other contact center KPIs such as average handling time (AHT) and customer satisfaction (CSAT) to get a more complete view of your contact center productivity.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Balto

SEPTEMBER 21, 2022

Louis, MO — Balto, the leader in uniting contact center agents with AI for better conversations, is excited to announce the release of a suite of features for its market-leading real-time guidance platform dedicated to improving the agent experience in the contact center.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Is WFM the Fountain of Youth?

Call Center 52

Call Center Schedule adherence call center workforce Management 52