Fonolo

MAY 30, 2023

By making sure customers are connected to the right agents – the ones with the correct skills to answer their query – WFM minimizes transfers and enhances overall customer satisfaction. Embrace the power of WFM and watch your contact center thrive in an increasingly competitive landscape. The numbers back this up.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

CCNG

SEPTEMBER 11, 2024

The shift to remote work prompted contact centers to adapt their workforce management strategies. Predictive analytics models help in anticipating customer needs, resulting in improved first-call resolutions and reduced customer wait times. Harvard Business Review reports a 25% increase in customer retention rates.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

UJET

JULY 7, 2020

Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention. Use this information to guide the changing landscape of digital customer support. It is a tool that will collect data that can be segmented into useful reports.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

UJET

JULY 7, 2020

Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention. Use this information to guide the changing landscape of digital customer support. It is a tool that will collect data that can be segmented into useful reports.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Calabrio

MARCH 25, 2025

Optimized Call Center Operational Efficiency: By tracking relevant metrics, call center managers can streamline operations, reduce average handle time (AHT), and improve first call resolution (FCR). Book a free demo today.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. BLOG: How Robotic Process Automation Can Augment Your Contact Center Workforce • read.

Management 86

Management Gamification Quality management Schedule adherence 86

Calabrio

MARCH 22, 2025

Managing People: Workforce Management in the Contact Center Despite the digital transformation of contact centers and the even more recent rise of artificial intelligence, contact centers are still fundamentally fueled by human action. Lower CES scores indicate a smoother customer journey.

Best practices 52

Best practices Contact Center Management Call Center 52