Monet Software

MARCH 10, 2021

The contact center workforce was already going remote. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Numerous companies had adopted it as their sole workforce model, among them many SMBs that found in remote agents a flexible, low-overhead workforce option.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Calabrio

MARCH 25, 2025

Why it matters: Consistent adherence ensures adequate staffing levels, minimizing wait times and maintaining service level agreements. Service Level: This metric measures the percentage of calls answered within a specified timeframe. Book a free demo today.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

BlueOcean

MARCH 31, 2022

Let’s look at what sports can teach us about consistency in achieving contact center service levels—and how to adapt to even the most unexpected outcomes. That’s what we’re talking about here – the role of repetitions and preparing for the possibilities in contact center management.

Contact Center 118

Contact Center contact center workforce Coaching Service level 118

Babelforce

AUGUST 25, 2021

In others, the WFM analyst may have a core operational role, designing and implementing new service processes. How do WFM analysts measure contact center performance? Occupancy The amount of time that agents spend on contact-related work like answering calls or ACW.

Management 98

Management Schedule adherence contact center workforce Contact Center 98

Aspect

JANUARY 21, 2019

Easy, remote access to key contact center workforce management tools : Mobile apps allows agents to easily change their schedules and let supervisors easily manage agent schedules…from anywhere. Stay tuned for our next blog explaining how we are using Workforce AI to make life easier for the entire workforce.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

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

Playvox

APRIL 19, 2022

Just an amped up audience of contact center workforce planning rock stars ready to talk about why customer support capacity planning as we know it must change. When annual plans start to break down, workforce schedulers are the first to feel the impact. My presentation was called “And Now We R.O.C.

Contact Center 79

Contact Center Finance contact center workforce Surveys 79

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). 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

Noble Systems

SEPTEMBER 29, 2020

Workforce Management – WFM includes robust forecasting and staffing management that let you create schedules that put the right resources in the right place at the time, and then tracks schedule adherence so you can make adjustments to meet service level goals. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch.

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

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 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

At its most basic, WFM solutions forecast the workload and use this information to project the number of resources (human or automated) required to complete the work within a predefined response time (or service level) for every five-, 10-, 15-, 30-, or 60-minute increment of the day, and possibly night.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

BlueOcean

SEPTEMBER 30, 2019

While your input is critical when hiring and training the initial team before launch, the long-term effort of managing your contact center workforce including attracting, recruiting, and onboarding new agents can officially be out of your hands. Flexibility. Scaling up doesn’t necessarily mean the same thing to all businesses.

Contact Center 59

Contact Center outsourcing Real estate contact center workforce 59

teleopti

NOVEMBER 27, 2018

Intra-day scheduling allows planners to reschedule the contact center workforce during the day based on fluctuating arrival patterns for all types of enquiry and all channels while factoring in shrinkage ie events that take agents away from the frontline such as unexpected sickness, time off, ad-hoc breaks or training.

Average Handle Time 48

Average Handle Time contact center workforce Contact Center CRM 48

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.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CSM Magazine

OCTOBER 15, 2018

Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain service levels.

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

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

Fonolo

MAY 7, 2015

Scheduling and organizing your support agents, hiring and training new employees, calculating service levels and profit margins, negotiating suppliers are the mundane but essential responsibilities of the call center manager. Only once these are running optimally is it possible to make any real improvements to your call center.

Call Center 126

Call Center Management Contact Center Coaching 126

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

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

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. 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 17, 2025

While it may seem like a safe approach to ensure service levels are met, the reality is that it leads to inefficiencies and unnecessary costs. Some implications of an overstaffed contact center include: Higher labor costs Wages and overhead increase, cutting into profit margins.

Agent burnout 52

Agent burnout contact center workforce Abandon Call Contact Center 52

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