Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Getting all those nuts and bolts to run in perfect harmony is often referred to as call center workforce optimization (WFO).

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

NobelBiz

MAY 22, 2022

Because of the socio-economic turmoil created by the same lockdowns, the pool of candidates ready to take up a job in a remote-work call center grew exponentially. Of course, it is always better to have a wider talent selection pool. WATCH NOW What is call center workforce management?

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call center workforce Call Center Management Gamification 52

Playvox

MAY 24, 2023

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management metrics provide crucial insight into how well you are planning your workforce. Invaluable.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Tenfold - Contact Center Blog

DECEMBER 28, 2017

By being able to seamlessly change the type of work being performed by your employees in real-time, contact centers can effectively break down the organizational silos among labor pools, whether they are in the front office, back office, different customer communication channels, different agent skill types or different software applications.

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call center workforce Call Center Technology Management 54

Callminer

DECEMBER 17, 2019

However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Of course not all call centers are outsourced, nor are all call centers purely customer-facing operations.

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Call Center outsourcing Contact Center Finance 207

Pipkins

DECEMBER 5, 2019

In your contact center, do people ever just hang up? Of course they do! Some of the logic and math behind the inner workings of Merlang are above my pay grade, but the customer care team at Pipkins would be more than happy to explain how this formula can improve call center efficiency! Because I can’t.

Abandon rate 86

Abandon rate call center workforce Abandon Call Call Center 86

Monet Software

MARCH 4, 2021

And for employees, to have their opinions and firsthand experience valued in this manner was extremely motivating—and that helped enhance contact center employee engagement. #2 Speaking of employee engagement, it recently got a big boost in many SMB contact centers. Sure, there’s always talk about call center workforce engagement.

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call center workforce Employee engagement Contact Center Call Center 71