Babelforce

AUGUST 25, 2021

There are a number of key metrics that matter in contact center workforce management including: Schedule adherence What proportion of their time agents spend on tasks they are scheduled for, versus tasks they are not scheduled for.

Management 98

Management Schedule adherence contact center workforce Contact Center 98

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

Noble Systems

MAY 4, 2021

These are just some of the basic tools for inbound and outbound contact centers. There are many other technologies that are available that can help create a better Customer Experience and help companies manage their contact center workforces more efficiently. What are the benefits of using Call Blending?

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

Noble Systems

SEPTEMBER 29, 2020

With a single code-base, our users get the same functionality, performance and reliability, regardless of how they deploy the solution – whether on-premise, in our cloud, in your cloud, using managed services, or a hybrid model – and where their agents are located, on-site or remote. Elements of a WFO Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

APRIL 14, 2022

Improving service is an active process, one that’s informed by what happens in your organization. Take time to re-evaluate, perform QA’s, one-on-one meetings, training, and clarifying where applicable. Have regular team meetings to discuss the plan to keep everyone on the same page. What is the Goal of Workforce Planning?

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Shift bidding is another popular technique to engage your workforce in the scheduling process, providing agents with a voice in the scheduling process while still meeting business needs.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Shift bidding is another popular technique to engage your workforce in the scheduling process, providing agents with a voice in the scheduling process while still meeting business needs.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

AUGUST 12, 2019

The ability to achieve the “right” staffing mix has a direct impact on customer service metrics like service levels (SLA), average speed of answer (ASA), and customer satisfaction (CSAT). Having the wrong agents available to answer customers for the skills or contact types that are coming in.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

Fonolo

MAY 7, 2015

As the supervisor of a contact center, your job is to make sure that your team of agents provides the best experience possible to your customers. Oh, and don’t forget staying abreast of the latest contact center industry news. Handpicked related content for you: 25+ Top Call Center Conferences in 2020.

Call Center 126

Call Center Management Contact Center Coaching 126

NICE inContact

AUGUST 12, 2019

The ability to achieve the “right” staffing mix has a direct impact on customer service metrics like service levels (SLA), average speed of answer (ASA), and customer satisfaction (CSAT). Having the wrong agents available to answer customers for the skills or contact types that are coming in.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

DMG Consulting

SEPTEMBER 14, 2021

Companies are re-evaluating their salary structures as they struggle to hire people for traditionally low-level jobs, including: contact center/customer service representatives, bank tellers, retail clerks, servers, hospitality workers, flight attendants, healthcare aides, and more.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

BlueOcean

SEPTEMBER 30, 2019

Scaling your workforce to meet higher contact volumes puts strain on multiple functional areas – most especially your talent acquisition and training teams. How are you staying on top of trends and preparing for the future of the contact center? Flexibility.

Contact Center 59

Contact Center outsourcing Real estate contact center workforce 59

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 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

Playvox

MAY 25, 2023

It allows a customer to contact the business based on a time that’s suitable for them and remain productive in their daily lives. Simply put, digital transformation is the process of integrating technology into your organization to create or modify business processes to meet changing requirements and enhance customer experience.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Noble Systems

MAY 4, 2021

These are just some of the basic tools for inbound and outbound contact centers. There are many other technologies that are available that can help create a better Customer Experience and help companies manage their contact center workforces more efficiently. What are the benefits of using Call Blending?

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

DMG Consulting

APRIL 5, 2017

Companies need flexible, easy-to-use, and precise WFM solutions that accurately forecast their capacity requirements (also known as volumes) and schedule resources with the right skills to meet the anticipated demand. This is a game changer for contact centers.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Verint

AUGUST 7, 2017

This meant there were times when employees had little to do, and times when they could not meet guaranteed service levels. So, to address this issue, Elite Plumbers decided to invest in an advanced workforce management (WFM) system. Since the company’s formation, all employees had worked standard shifts.

Management 27

Management Service level Contact Center Call Center 27

Zoom International

NOVEMBER 7, 2018

In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. Most companies buy into the belief that satisfied customers equal increased loyalty and revenue.

Contact Center 40

Contact Center Banking Surveys Metrics 40

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. Failing to meet SLAs can damage your reputation and lead to customer churn.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52