Fonolo

OCTOBER 3, 2018

My recent research shows that for over three-quarters of companies 90 per cent or more of their contact center operating budget is allocated to keep existing processes and systems running.” Call Center 101: The Golden Rules of SLAs. How to Set a Winning Service Level. What’s Inside: SLAs in Nutshell.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Playvox

MAY 24, 2023

Why Measuring Workforce Management Metrics Is Important Measuring contact center workforce performance metrics is essential because it allows you to understand how efficiently employees are performing and whether they are meeting the company’s service level agreements and customer experience goals.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? Read our 101 Intro to Call Center Software to learn more about common technologies and tools. Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

APRIL 14, 2022

Not enough scheduled agents will negatively impact service levels, while overstaffing is bad for the budget. What is the Goal of Workforce Planning? The performance of workforce planning can be measured by: Service levels Abandon rates Occupancy rates Utilization Forecast accuracy.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

DMG Consulting

SEPTEMBER 14, 2021

Executives are rethinking their real-estate budgets and how to configure their offices. Companies need to staff functions with appropriately skilled resources (human or robotic) to ensure they deliver the expected service and experience within the committed time frame (service level) while keeping costs as low as possible.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

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). Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM. What is Workforce Management for Call Centers?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job.

Call Center 126

Call Center Management Contact Center Coaching 126

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Here, he explains how to build highly effective teams using workforce. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Balto

FEBRUARY 8, 2023

If you’re running an omnichannel contact center, the scheduling process should also involve allocating more staff to the channels that anticipate a higher demand. When scheduling is done right, you’ll be able to improve first-call resolution, maximize cost efficiency, and boost overall customer satisfaction and service level scores.

Call Center 52

Call Center Management call center workforce Contact Center 52

Playvox

MAY 25, 2023

According to 2022 research by ICMI , almost half of contact centers (47%) are still manually creating forecasting models. An AI-driven workforce management solution does the heavy lifting to automate forecasting and many of the other repetitive and time-consuming manual tasks in contact center workforce management.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

DMG Consulting

APRIL 5, 2017

But these modules are designed to simply alert managers, not to provide guidance on how to respond to staffing or volume anomalies. Consequently, they are ineffective at helping managers adhere to service levels, forcing them to have to reforecast and schedule manually, which is complex and time-consuming.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Calabrio

MARCH 7, 2025

The answer lies in its direct impact on several key aspects of your call center’s productivity and performance and, ultimately, your customer experience. Improve service levels SLAs are critical for measuring and maintaining service quality. But why is getting that prediction right so crucial?

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52