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. One vital aspect of call center efficiency is call center workforce management (WFM).

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call center workforce Call Center Agent burnout Management 75

Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

Plantronics

OCTOBER 19, 2020

With significant uncertainty about whether call center employees will be working from an office or from home, the roles, requirements, and the right devices for customer service reps have now been reset. How do you provide consistent high-quality audio when employees are working in different settings and with different gear?

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call center workforce Call Center Customer Service Wireless 69

NobelBiz

MAY 19, 2022

In our attempt to make sense of the struggles of hiring, keeping, and meeting the needs of call center agents, we’ve sought the knowledge of three experts with decades of experience in the contact center space and call center workforce management in particular.

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call center workforce Call Center Management Contact Center 52

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. She has managed multiple call centers in the US.

call center workforce 52

call center workforce Call Center Management Gamification 52

Global Response

DECEMBER 2, 2022

Call center KPIs are chosen to measure progress toward the goals of each brand, and selection is customized to fit each unique set of objectives. They can be characterized in call center terms such as 80/20, which means 80 percent of calls answered within 20 seconds. They should be timely and actionable.

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call center workforce Metrics Call Center Management 62

TRUSTID

OCTOBER 3, 2019

With Millennials soon making up half of all call center workforces, organizations need to plan how to train, inspire and retain telephone agents in an industry where the average turnover rate is an astonishing 33%.

call center workforce 57

call center workforce Call Center Contact Center Customer centricity 57

Plantronics

OCTOBER 19, 2020

With significant uncertainty about whether call center employees will be working from an office or from home, the roles, requirements, and the right devices for customer service reps have now been reset. How do you provide consistent high-quality audio when employees are working in different settings and with different gear?

call center workforce 52

call center workforce Call Center Customer Service Wireless 52

Fonolo

MARCH 29, 2022

What does efficiency mean to call center leaders? Perhaps it’s reducing the volume of customer escalations, or improving certain performance metrics like Average Handle Time or First Call Resolution. There’s a lot that goes into running an efficient call center. Why workforce management? Agent engagement.

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Call Center call center workforce Management Average Handle Time 81

Revation Systems

OCTOBER 31, 2017

As an increasing number of consumers turn to their smartphones instead of their laptops, industries such as healthcare must also consider how their employees use technology on-the-go , including mobilizing the health call center workforce in a way that best fits their unique needs.

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call center workforce Call Center Healthcare virtual call center 48

Win the Customer

DECEMBER 18, 2015

Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art. This creates a challenge for call centers that rely on their workforce’s soft skills to provide outstanding customer experiences.

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Call Center call center workforce Metrics Customer emotions 93

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.

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call center workforce Metrics Schedule adherence Call Center 52

Expivia

SEPTEMBER 2, 2021

Call center reporting is the only way to know how your contact center is performing. From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. What Is Call Center Reporting?

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Call Center Average Handle Time Benchmark Best practices 96

Outsource Consultants

MARCH 4, 2025

Manila call centers are at the forefront of global customer service operations. At Outsource Consultants, we’ve seen firsthand how Manila call center efficiency can help drive remarkable efficiency gains through strategic improvements. These centers achieve remarkable efficiency gains through strategic improvements.

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Call Center Gamification outsourcing Chatbots 67

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 contact center workforce was already going remote.

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Contact Center call center workforce contact center workforce Morale 118

Outsource Consultants

MARCH 27, 2024

As Women’s History Month comes to a close, Outsource Consultants wants to celebrate the incredible women leading the call center industry. Women have always been a driving force behind call center excellence, ( 71% of global employees are women ) — but this representation has not scaled as quickly at the ownership level.

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Call Center Government outsourcing call center workforce 67

Etech GS

SEPTEMBER 25, 2019

Employees worked their 40-plus hours per week at a call center and went home with little complaint. Here’s how you can improve efficiency of your call center using better workforce management techniques. Understand the Millennial Workforce. Call centers can also use data to better serve customers.

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Call Center Management call center workforce Upselling 69

Voiptime

JANUARY 20, 2023

The call center is an organization that totally depends on the employee productivity and performance of its employees.

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call center workforce Call Center Contact Center 40

Insite Managed Solutions

JANUARY 18, 2016

Capacity Planning is the next component in managing your workforce. As you are reviewing the details of the plan, it’s important to ensure you have enough time to recruit and train call center agents before you need them. From there, Scheduling is the 3rd component in the plan.

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call center workforce Call Center Management Service level 40

Outsource Consultants

MAY 8, 2024

With over 600,000 call center professionals and a ranking as the fourth-largest BPO market in Latin America, Colombia continues to be a rising star in the world of outsourcing. Here’s what makes it a goldmine for businesses: A Booming Industry: The call center and BPO industry in Colombia is experiencing explosive growth.

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outsourcing Call Center Education Consulting 67

Calabrio

MARCH 22, 2025

At the same time, contact center operations have also taken on a new level complexity. Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes.

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Best practices Contact Center Management Call Center 52

ChaseData

OCTOBER 24, 2019

Rather, top-performing call center agents are those who receive proper direction, instruction, and correction when necessary. All of this comes from proper workforce management. Without them, your company could not function.

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call center workforce Call Center Management Contact Center 40

JustCall

JANUARY 19, 2023

Call centers are established to meet the demands of customers. A good call center optimization can match the customer’s expectations with the best level of customer service. Customers have higher expectations than ever before, and call centers are finding it more and more difficult to live up to those expectations.

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Best practices Call Center call center workforce Abandon rate 52

NobelBiz

JUNE 4, 2024

Customer service is the backbone of any successful call center. In this comprehensive guide, we’ll dive into the nuances of customer service in call centers, exploring everything from the evolution of call centers to the latest trends and best practices. What is a Customer Service Call Center?

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Call Center Interactive Voice Response Customer Service contact center solutions 52

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. 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).

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Global Response

MAY 1, 2023

Is workforce management really necessary for call centers? The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming.

Call Center 62

Call Center Management outsourcing Coaching 62

Pipkins

DECEMBER 5, 2019

So why are the problematic mathematical assumptions of the outdated Erlang C formula built into your call center’s workforce management software? Optimize Your Call Center With Pipkins. A Modern Formula For Modern Call Centers. Give us a call and we’ll make the introduction!

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Abandon rate call center workforce Abandon Call Call Center 86

Balto

FEBRUARY 8, 2023

In this guide, we’ll help you understand what call center workforce management is and why it’s important. We’ll also share some actionable tips that can inspire your workforce management strategy. What Is Call Center Workforce Management? Are your agents doing what they’re supposed to do efficiently?

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Call Center Management call center workforce Contact Center 52

Voiptime

APRIL 27, 2023

After the pandemia in 2020, many companies had to shift from an office-based workforce model to a remote. Even though those bad times have passed, a greater challenge has appeared.

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call center workforce Call Center 40

CSR Inc.

JANUARY 8, 2017

First some good news: call centers aren’t going away this year (well, not exactly – but more on that later). And while call centers are expected to see an uptick in staffing in 2017 ( did you know that 4% of working Americans – about 5 million – already work in a call center ?) 2017…yes, we made it!

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Call Center Multichannel call center workforce Gamification 48

Monet Software

NOVEMBER 6, 2019

As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center. Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Meeting Performance Standards.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Expivia

AUGUST 4, 2021

Optimizing the customer service experience is a crucial task in a call center environment. The success of your contact center depends on it. Your call center needs to focus on being unique. So, how can you ensure that your customer has a great experience when they’re communicating with your call center?

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Interactive Voice Response Customer Service Call Center call center workforce 98

Babelforce

MAY 18, 2022

Call center forecasting is a set of practices that aims to determine the contact volume and number of agents needed to handle that contact volume over a set period of time. To increase forecast accuracy, use Excel and Workforce Management software. Call center forecasting fundamentals. Workforce forecasting.

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Workload forecasts Call Center Average Handle Time Abandon rate 52

Aspect

NOVEMBER 15, 2019

Aspect WFM allows managers to balance all the needs of their business, agents and customers with a single award-winning call center workforce management software solution. That sounds like a win/win, if I’ve ever heard one.

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Contact Center call center workforce Interactive Voice Response Enterprise 93

Fonolo

FEBRUARY 22, 2022

At the end of a long work day of managing agents, customer queries, and high call volumes, call center leaders want to have achieved two fundamental goals: retain solid employees, and provide excellent customer service. A starting point for all of this is to calculate your call center’s attrition rate.

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Call Center Contact Center call center workforce Morale 87

JustCall

NOVEMBER 24, 2022

Frontline customer care call center executives can often be exhausted. According to a recent report – 13% to 16% of the call center workforce is disengaged, with nearly 70% still not classified as busy at work. How Essential are Call Center Incentive Ideas ?

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Morale Call Center call center workforce Metrics 52

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves.

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contact center workforce Best practices Contact Center Management 106