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

It can also reveal issues with technology or opportunities for automation. First Contact Resolution Rate (FCR): FCR tracks the percentage of customer issues resolved during the initial contact, minimizing the need for follow-ups. Service Level: This metric measures the percentage of calls answered within a specified timeframe.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Fonolo

OCTOBER 3, 2018

This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. All contact centers face barriers, and you certainly know your own intimately. How to Set a Winning Service Level.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Noble Systems

MAY 4, 2021

In that time, we’ve seen a lot of changes – in technology, in customer behaviors, and even in employee expectations. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

Noble Systems

SEPTEMBER 29, 2020

What is Workforce Optimization (WFO)? Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing.

Management 86

Management Gamification Quality management Schedule adherence 86

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

Fonolo

MAY 7, 2015

Our 7 tips for great call center management are: Talk to Your Support Agents. Make Your Contact Center a Great Place to Work. Keep Up With the Latest Contact Center Technology. Review Their Contact Center’s Data. What do great call center managers do? Act as a True Leader.

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). Scheduling is a critical contact center function, but like forecasting, can be tricky.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

DMG Consulting

SEPTEMBER 14, 2021

At the same time, chief operating officers are trying to figure out how to improve productivity through intelligent technology, specifically artificial intelligence (AI) and robotic process automation (RPA), to decrease their companies dependence on what appears to be a fickle human workforce.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

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). Scheduling is a critical contact center function, but like forecasting, can be tricky.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

teleopti

NOVEMBER 27, 2018

The next step is to revisit the ‘out of the ordinary’ events that can adversely impact the efficiency of the contact center such as systems outages, negative comments on social media or news in the press. WFM technology helps to flatten the common spikes in demand.

Average Handle Time 48

Average Handle Time contact center workforce Contact Center CRM 48

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. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Here, he explains how to build highly effective teams using workforce. management (WFM).

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

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

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. WEM adds the element of employee engagement as the linchpin to delivering outstanding CX.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

MAY 25, 2023

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. Digital transformation is more than just purchasing technology. But what does it really mean?

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

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