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

Calabrio

APRIL 8, 2025

However, as sentiment analysis tools have become more advanced, and contact centers themselves have evolved, today sentiment analysis is used to analyze interactions across various channelsas well as to better understand agent sentiment giving businesses insights into both sides of their human interactions at scale.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Calabrio

MARCH 22, 2025

Modern workforce management encompasses critical tasks like contact center forecasting and scheduling , as well as the staffing, onboarding, training and development processes that are part of empowering, engaging, and retaining productive contact center employees.

Best practices 52

Best practices Contact Center Management Call Center 52

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.

Average Handle Time 48

Average Handle Time contact center workforce Contact Center CRM 48

Fonolo

MAY 7, 2015

And that involves everything from deciding operational strategies, analyzing and developing call center technology and processes, meeting the financial objectives of the call center, and recruiting, training, and administering all employees. Oh, and don’t forget staying abreast of the latest contact center industry news.

Call Center 126

Call Center Management Contact Center Coaching 126

CSM Magazine

OCTOBER 15, 2018

Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain service levels. With customer-centric success criteria in place, turn to innovative workforce.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

pindrop

JANUARY 8, 2021

Passport Reduces Average Handle Time and Associated Costs . Passport reduces average handle times by 45 seconds per call. Helping to optimize contact center workforces, increase capacity for calls, and improve IVR containment rates.

Average Handle Time 40

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

Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. Industry Report: State of the Contact Center 2022. Shift scheduling systems.

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. Is WFM the Fountain of Youth?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Balto

APRIL 20, 2023

They did, however, care more about dials per week and average handle time. We asked our respondents which tools and strategies they’ve taken advantage of to help generate more efficiency in their contact center. It also allows supervisors to more efficiently and proactively train, mentor, and QA their team.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52