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. The real value lies in leveraging these insights to drive meaningful improvements.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Babelforce

AUGUST 25, 2021

In some businesses the work of a WFM analyst overlaps with human resource teams on staff wellbeing and training (key factors in productivity.). 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?

Management 98

Management Schedule adherence contact center workforce Contact Center 98

Fonolo

OCTOBER 3, 2018

.” Overhauling a legacy budget is also a challenge for those resistant to the idea of change, be it technology, investing in an expansion of the contact center workforce, or allocating funds for education and training for agents. Call Center 101: The Golden Rules of SLAs. How to Set a Winning Service Level.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

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. This prompts a change in the onboarding and training schedule. When annual plans start to break down, workforce schedulers are the first to feel the impact.

Contact Center 79

Contact Center Finance contact center workforce Surveys 79

Noble Systems

SEPTEMBER 29, 2020

But when used collectively, the WFO suite helps coordinate separate but connected processes, such as schedule management, quality and training, and rewards and recognition, on an agent-by-agent basis, delivering an experience that can be personalized to target the different needs of each user. What are the Benefits of using a WFO Solution?

Management 86

Management Gamification Quality management Schedule adherence 86

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

Playvox

APRIL 14, 2022

Regular training and daily communication reaffirm the gold standard. Contact centers need to have similarly disciplined workforce planning practices in order to ensure their agent teams are aligned to the brand’s CX standards. What is the Goal of Workforce Planning?

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

Fonolo

MAY 7, 2015

And that involves everything from deciding operational strategies, analyzing and developing call center technology and processes, meeting the financial objectives of the call center, and recruiting, training, and administering all employees. Oh, and don’t forget staying abreast of the latest contact center industry news.

Call Center 126

Call Center Management Contact Center Coaching 126

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

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

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. With customer-centric success criteria in place, turn to innovative workforce.

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

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

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

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

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