Balto

JANUARY 17, 2025

Mastering contact center workforce management in your contact center isn’t just about efficiencyits about creating a positive ripple effect. Effective contact center workforce management is the key to keeping both your agents and your customers happy. Start with these key steps.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

Calabrio

MARCH 7, 2025

Call Center Industry Turnover Rate Benchmarks Call center turnover rates are notoriously high compared to other industries. Contact center industry averages vary. Depending on the type of work performed, typical benchmarks range from as low as 15% to 45%, or even higher.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Calabrio

MARCH 25, 2025

Recognition is a powerful motivator and encourages the agent to set a benchmark for others in the team to strive for excellence. Want to learn more about how Calabrios contact center workforce optimization solutions can help you measure, evaluate, and improve agent performance? Book a free demo today.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Calabrio

MARCH 31, 2025

Look to leverage robust solutions fully integrated within comprehensive contact center workforce software platforms. Ideas for Using Gamification to Drive Peer Competition Adding a (friendly) competition to your agents day can give them benchmarks to compete against and can make more boring tasks fun.

Gamification 52

Gamification Contact Center Call Center Metrics 52

Calabrio

APRIL 24, 2025

Heres how Calabrio Auto QM and the wider suite transform your quality programand empower your entire contact center: Workforce & CX Intelligence Fueled by GenAI: Calabrio Auto QM leverages sophisticated GenAI and machine learning to move beyond simple keyword spotting.

Quality management 52

Quality management Customer Experience Management Coaching 52

Calabrio

MARCH 22, 2025

Managing People: Workforce Management in the Contact Center Despite the digital transformation of contact centers and the even more recent rise of artificial intelligence, contact centers are still fundamentally fueled by human action.

Best practices 52

Best practices Contact Center Management Call Center 52

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