Global Response

DECEMBER 2, 2022

There are KPIs that may be considered basic to the contact center. But each account customizes the metrics to its specific situation, which may differ by product category, industry, sales strategy or any number of factors. The post KPI 101: Call Center Workforce Management Metrics appeared first on Global Response.

call center workforce 62

call center workforce Metrics Call Center Management 62

Calabrio

MARCH 22, 2025

Add flexibility with self-scheduling Empower agents with the ability to manage their schedules, promoting better work-life balance and increasing job satisfaction. Minimize agent turnover The contact center industry has long struggled with high rates of stress, burnout, and turnover.

Best practices 52

Best practices Contact Center Management Call Center 52

Monet Software

NOVEMBER 6, 2019

Turning to flexible scheduling options is one way to offset this inevitable industry demand. This might mean allowing your call center agents to choose which shifts work best for their lives or allowing them to work remotely if the technology is in place to support it.

Call Center 54

Call Center Schedule adherence Management call center workforce 54