Calabrio

APRIL 8, 2025

In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call. Its not enough for tools to analyze and understand what customers say software also needs to understand what the customer means. How Does Contact Center Sentiment Analysis Work? So, lets dig in.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Once those areas are identified, you can adjust agents’ shifts, moving around shift times, breaks, lunches, etc. Real-time adherence. Intraday management. Schedule changes.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Once those areas are identified, you can adjust agents’ shifts, moving around shift times, breaks, lunches, etc. Real-time adherence. Intraday management. Schedule changes.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

teleopti

NOVEMBER 27, 2018

Modern workforce management (WFM) solutions capture huge amounts of data to create a library of valuable information. Use it to spot deviations from normal events such as unexpected spikes in call volumes or even different average handling time (AHT) patterns. Finally, don’t cut corners!

Average Handle Time 48

Average Handle Time contact center workforce Contact Center CRM 48

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

Fonolo

MAY 7, 2015

Your contact center agents are on the front line every day, which makes them best positioned to tell you what’s important to customers, themselves and their colleagues, what’s working (and what isn’t), and what the competition is up to. Average Handle Time. First Call Resolution Rate. CSat/NPS Score.

Call Center 126

Call Center Management Contact Center Coaching 126

pindrop

JANUARY 8, 2021

Protect Provides Advanced Tools to Investigate and Monitor Fraud . Protect features a best in class case management tool that flags calls based on a customizable risk threshold. Passport Reduces Average Handle Time and Associated Costs . Passport reduces average handle times by 45 seconds per call.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Contact Center 40

Fonolo

MARCH 8, 2022

When it comes to call center workforce management, be sure your software entails these three functions: Forecasting tools. It requires detailed data collection and analysis of all customer communications, history, and metrics to predict the number of inbound calls for a future given time period (week, month, quarter).

call center workforce 75

call center workforce Call Center Agent burnout Management 75

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. Those days are over.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Verint

DECEMBER 13, 2017

The benefits could include improved average handle time, first call resolution, reduced after-call work time, etc., helping your organization to create a better customer experience. Develop Rich Interactions with Attended Automation.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Coaching 26

Aspect

JULY 15, 2020

Some organizations even resorted to agents using their personal cell phones as tools of customer service. A more solid solution in this time of uncertainty is to create a contact center working environment that is agile enough to adapt quickly to changing conditions and not miss a beat.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Balto

APRIL 20, 2023

Over 40% of our respondents said they were more interested in AI tools today than they were 12 months ago, and another 51% said they were just as interested now as before. Get a Copy of the Report in Your Inbox Read the results on your own time or share them with your team. Only 9% were less interested today than they were last year.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

Calabrio

MARCH 7, 2025

Workforce Management Contact Center Forecasting Guide: Methods, Tips, and Tools for 2025 Share If operational efficiency and peak performance are your top goals, then implementing a sound contact center forecasting process might be the single most important thing your organization can do.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52