Serenova

APRIL 16, 2020

Using the IVR to efficiently route calls based on employees’ individual needs frees up the HR team to service more complicated cases and reduces wait times. Some of the issues employees were contacting HR about were considered emergencies and required special handling from the IVR system.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

Interactions

JULY 7, 2022

Read on to learn 6 reasons that investing in Conversational AI applications like virtual agents can optimize the contact center workforce to keep customer experience and scalability high: Handle unlimited volume. Virtual agents reduce long wait times and queues, thus eliminating customer frustration.

Virtual Agent 62

Virtual Agent contact center workforce Contact Center Advertising 62

NICE inContact

AUGUST 12, 2019

This complexity is probably why a 2018 ICMI survey of 600+ call centers found that less than 1/3 of contact centers are very satisfied with their existing scheduling process. 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

Aspect

SEPTEMBER 25, 2018

Contact center workforce planners have for decades sought the nirvana of a mathematical model that can accurately predict the number of contacts that will arrive at the contact center at a specific time on a specific day for a given type of work.

Contact Center 185

Contact Center contact center workforce Wait times Education 185

NICE inContact

AUGUST 12, 2019

This complexity is probably why a 2018 ICMI survey of 600+ call centers found that less than 1/3 of contact centers are very satisfied with their existing scheduling process. 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

BlueOcean

SEPTEMBER 30, 2019

Higher call volumes leading to longer wait times for your customers and higher stress for your agents? Maybe it’s time to consider the benefits of outsourcing some or all of that customer care volume. Of course, growth spurts often go hand-in-hand with growing pains. Flexibility.

Contact Center 59

Contact Center outsourcing Real estate contact center workforce 59

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 25, 2024

This results in long wait times and abandoned conversations. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

pindrop

JANUARY 8, 2021

Passport Reduces Average Handle Time and Associated Costs . Passport reduces average handle times by 45 seconds per call. Helping to optimize contact center workforces, increase capacity for calls, and improve IVR containment rates. Passport Improves Customer Experience and Expands Self-Service Options.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Call flow 40

Balto

FEBRUARY 8, 2023

Time is a crucial factor here; a customer just won’t overlook a long waiting time. Allocating your resources more effectively with workforce management will help you maximize service levels and keep your customers happy with quick resolutions from agents that can understand their problems.

Call Center 52

Call Center Management call center workforce Contact Center 52

COPC

FEBRUARY 15, 2024

Workforce Management: Accuracy and Data Quality AI analyzes historical data and forecasts call volume with remarkable accuracy, empowering managers to optimize staffing schedules. This  This forecasting ensures efficient resource allocation and minimizes customer wait times. However, the

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Verint

JUNE 29, 2017

New capabilities to the solution accomplish this by allowing live chat to be enabled or disabled based on the anticipated wait times—factoring in the number of active agents and the volume of customers in the queue.

Customer Service 31

Customer Service Employee engagement Wait times Contact Center 31

Calabrio

MARCH 17, 2025

When there arent enough agents to handle incoming customer inquiries, wait times increase, service levels drop, and customers become frustrated – often taking their business elsewhere. The risks of understaffing include: Longer wait times Customers become frustrated and may abandon calls or chats.

Agent burnout 52

Agent burnout contact center workforce Abandon Call Contact Center 52

Calabrio

MARCH 7, 2025

Optimize efficiency with data-driven workforce planning With staff costs typically making up approximately 70% of a contact centers total costs , forecasting offers visibility and clarity to make better informed staffing and planning decisions to optimize spend and overall efficiency.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52