Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. WFO TERMS TO KNOW. Process Automation. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

FEBRUARY 27, 2023

With this unique solution pairing, Salesforce-powered contact centers can now have a digital-first, cloud-native workforce engagement suite, which also includes quality management and coaching. With a 360 customer view, AI-driven forecasting and scheduling for digital channels.

Management 75

Management Schedule adherence Contact Center Coaching 75

Serenova

JUNE 5, 2020

It minimizes administrative effort, improves agent engagement and schedule adherence, and reduces labor costs. Real-time adherence and forecasting reports offer intraday analyses and adjustments of schedules. Know what’s going on at all times to improve real-time coaching and solve issues as they occur throughout the day.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Playvox

FEBRUARY 20, 2024

That’s where a Workforce Management solution moves from a “nice to have” to a “must have.” Better yet, having a more engaged workforce makes your task of managing remote teams effectively a little easier.

Management 88

Management Gamification Calibration Quality management 88

Taylor Reach Group

AUGUST 23, 2017

Status states (lunch, break, coaching, training, etc.). Schedule Adherence. Quality/Compliance score. Points 1-11 (above) are metrics that tell the Agent and their managers how they are performing versus time management expectations and in comparison, to their peers. Quality Manager.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

Serenova

APRIL 19, 2020

CxEngage Quality Management provides native call recording, screen capture and quality assurance capabilities all within a unified interface, which means fewer applications to manage. Serenova WFM can help minimize administrative effort, improve agent engagement and schedule adherence, and reduce labor costs.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76