Noble Systems

OCTOBER 24, 2019

Although this information is vital when it comes to capturing and evaluating contact center metrics, it also means that there’s a gap before your agents can take the next call. This means that they can log – with high accuracy – all the critical contact center and customer experience metrics that you want to record.

contact center workforce 44

contact center workforce Contact Center Metrics Wait times 44

UJET

JULY 7, 2020

Supervisors can monitor metrics and optimize performance. Benefit: Supervisors manage in real-time and adjust queues, agent assignments, and see performance metrics. But these metrics only show a specific perspective of the customer experience. Agents can monitor personal performance and improve support daily.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

UJET

JULY 7, 2020

Supervisors can monitor metrics and optimize performance. Benefit: Supervisors manage in real-time and adjust queues, agent assignments, and see performance metrics. But these metrics only show a specific perspective of the customer experience. Agents can monitor personal performance and improve support daily.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Let’s break down these three key metrics.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

BlueOcean

MARCH 31, 2022

The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics.

Contact Center 118

Contact Center contact center workforce Coaching Service level 118

Playvox

JULY 28, 2021

Making optimal use of your contact center workforce is one of the biggest challenges for any contact center leader. Balancing the needs of your company, your customers, and your agents is a time-consuming, stressful effort — especially if you’re doing it manually.

Contact Center 52

Contact Center contact center workforce Metrics Management 52

Calabrio

MARCH 7, 2025

Here are some of the most common causes: Burnout and Stress: The demanding nature of call center work, with high call volumes, challenging customer interactions, and strict performance metrics, can lead to high levels of stress and, ultimately, burnout. Why make their jobs harder than they need to be? GE Appliances did just that.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Calabrio

FEBRUARY 7, 2025

The 5 Best Aspect Workforce Alternatives All told, Aspect Workforces most common issues add up to customer satisfaction metrics that lag significantly behind its competitors, according to recent reports. Who are those top Aspect Workforce competitors? Dig into the best of rest below.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52

ShepHyken

APRIL 14, 2017

Workforce Engagement Management is absolutely crucial to the success of CX. We have already witnessed the rise of technology with performance metrics and targets in the name of Workforce Optimization. How can you possibly offer a competitive advantage based on superior CX when it looks and responds just like everyone else?

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

Calabrio

MARCH 5, 2025

First call resolution is far more than just a metric; it’s a direct reflection of your customer service effectiveness and significantly impacts your business’s bottom line. Measuring FCR provides invaluable insights into your contact center’s performance, highlighting both strengths and areas for improvement.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Calabrio

FEBRUARY 25, 2025

A contact center platform will help manage and enable direct customer communications across channels. A customer journey or interaction analytics platform may collect and analyze aspects of customer interactions to offer insights on how to improve key service or sales metrics.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

CSM Magazine

MAY 22, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.” For more information, visit www.zenarate.com.

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? Declining customer satisfaction ratings and other metrics. Uncharacteristic complaints about the job or assignments. Loss of confidence.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Fonolo

OCTOBER 3, 2018

As much as we’d like to have faith in humanity, and customers are entitled to feeling frustrated when ignored or delayed, call centers grapple with constant inappropriate and abusive calls on a daily basis.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

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. RTA is one of the most underrated metrics in the contact center, but undoubtedly one of the most important. Intraday management. Real-time adherence.

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. RTA is one of the most underrated metrics in the contact center, but undoubtedly one of the most important. Intraday management. Real-time adherence.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Tethr

MARCH 3, 2020

An agent should know where they measure up both in regards to previously established expectations and contact center goals. Leaders should review performance metrics with reps on a regular basis so they can uncover areas agents are struggling with and offer training opportunities for weaker skills. Offer consistent feedback.

Call Center 80

Call Center At home agents Management contact center workforce 80

Noble Systems

SEPTEMBER 29, 2020

In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. What is Workforce Optimization (WFO)?

Management 86

Management Gamification Quality management Schedule adherence 86

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). Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

Fonolo

NOVEMBER 29, 2018

While customers are entitled to feeling frustrated when ignored or delayed, contact center agents grapple with abusive calls on a daily basis. But lagging behind the times will eventually frustrate customers, and agent turnover could reach an all-time high.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

COPC

JULY 20, 2023

Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition.

Service level 68

Service level Abandon rate contact center workforce Contact Center 68

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). Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Playvox

JANUARY 25, 2024

Workforce management for contact centers 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.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

CSM Magazine

OCTOBER 15, 2018

Metrics that matter. It all comes down to the basics so let’s start with how contact centers measure. Most make the mistake of developing a set of metrics that focus. Thinking from the outside in will yield a set of metrics that enable agents to focus 100% on the customer – the true meaning of effectiveness.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Verint

MARCH 23, 2015

With the help of Verint’s Craig Seebach, vice president, back-office workforce optimization, she presented some ways we can close the divide between perception and reality with system-generated activity data and performance metrics. In this first blog, we will address the first two biases: A bias for action and a bias for completion.

contact center workforce 34

contact center workforce Contact Center Metrics Management 34

COPC

FEBRUARY 15, 2024

Additionally, it examines the terminology used in the Standard and identifies emerging metrics that are candidates for inclusion. This shift in responsibilities presents both opportunities and challenges for the future of the contact center workforce. OBSERVATIONS AI is irrevocably altering customer service. 

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

NICE inContact

JULY 12, 2016

With the integration of data analytics, a core contact center platform with a robust WFO suite has the potential to develop into a fully automated Workforce-Intelligent Contact Center. First Call Resolution (FCR) is a metric all contact centers are looking to improve.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Playvox

APRIL 14, 2022

While there are many quantitative metrics to measure, such as how long it takes to cook a dish or the average customer wait time, identifying those intangible qualities of customer service can be a little trickier. Your business evolves in real-time, and your workforce management solution should, too.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

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

Playvox

OCTOBER 18, 2022

Because many customer service centers’ remote work policies require agents to maintain specific performance standards , managers cite solutions such as workforce management (29%) and quality management (26%) as other contact center software they turned to.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Monet Software

SEPTEMBER 24, 2020

With quantitative metrics and reporting, agents can gauge whether they’ve gotten better at giving a welcoming call opening or using mirroring effectively. Group QA metrics into tiers, representing milestones toward interaction mastery. As the numbers go up, so does agent confidence! Take it to the next level.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

airespring

FEBRUARY 29, 2016

Dashboards are a simple means for empowering and incentivizing contact center agents. Seeing team metrics encourages team behavior, as agents will see their efforts as part of a larger mission to deliver productive and effective service. 89% of cloud users that agree switching to the cloud has reduced costs. . #1

Contact Center 74

Contact Center First call resolution Contact center software Benchmark 74

NobelBiz

MARCH 26, 2024

RELATED ARTICLE How to Report and Analyze Like a Pro: 10 Best Practices for Reporting and Analytics in a Contact Center Workforce Management (WFM) Automation Workforce Management (WFM) Automation plays a critical role in contact center efficiency by optimizing staffing levels and resource allocation.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Playvox

APRIL 7, 2021

Contact Centers are measured along several dimensions. At the operational level, metrics such as average time in queue, cost per call, and first call resolution rate are often front and center. At the company level, KPIs such as customer satisfaction, Net Promoter Score, and upselling or cross-selling are typical.

Management 66

Management First call resolution Upselling Contact Center 66

Playvox

MAY 25, 2023

WFM systems enable organizations to gain insights into such business metrics as the exact number of employees needed to complete a particular job at a given time of the day, week, or month. According to 2022 research by ICMI , almost half of contact centers (47%) are still manually creating forecasting models.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55