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

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? The pandemic forced companies to try remote call center agents.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Every time an agent attends a call, all relevant customer details will pop up automatically. This gives the contact center executives seamless access to updated customer data, including a record of earlier interactions, enabling them to have a more personalized interaction with each customer.

call center workforce 54

call center workforce Call Center Technology Management 54

Expivia

SEPTEMBER 2, 2021

Abandons : How many calls were abandoned without an agent answering? Average handle time : What was the average handle time for the center (from call start to post-call memos)? Service level : How many calls were handled at a given time? Skills : What skills were needed that day?

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers? Workforce management software is one of the most important call center efficiency solutions available.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Noble Systems

SEPTEMBER 29, 2020

How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance. WFO is not just a single component; it bridges the span of the contact center to tie activities into an integrated strategy, working towards common business goals.

Management 86

Management Gamification Quality management Schedule adherence 86

Outsource Consultants

MARCH 4, 2025

From advanced workforce management to cutting-edge technology integration, we’ll cover the essential strategies that drive success in this competitive industry. Advanced Workforce Management Systems Managing a call center workforce effectively is no small feat.

Call Center 67

Call Center Gamification outsourcing Chatbots 67