NICE inContact

JANUARY 23, 2019

The contact center plays a critical role in supporting these efforts: approximately 55 Appriss agents handle more than 30,000 calls monthly, working 24 hours a day, seven days a week, 365 days a year. CXone Workforce Management Pro automates forecasting and scheduling, which has improved both schedule adherence and service levels.

Cloud contact 54

Cloud contact Contact Center Schedule adherence Technology 54

CSM Magazine

JANUARY 9, 2023

Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). Playvox solutions deliver a powerfully simple way to achieve efficiency and effectiveness in the contact center.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

Noble Systems

APRIL 14, 2021

The virtual call center has become a hot topic, as the coronavirus pandemic has moved call center teams from centralized offices to individual homes. A virtual contact center is designed to support distributed workforces. Advantages of using a virtual contact center solution versus a traditional call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . To keep engagement high, contact centers need team leaders who are dedicated to the important task of training, coaching, and mentoring their agents.

Management 86

Management Schedule adherence Coaching Contact Center 86

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. At the core, it is comprised of forecasting accuracy, effective scheduling, and efficient rostering. How does WFO work in the Call Center? Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges.

Management 88

Management Gamification Calibration Quality management 88

Tenfold - Contact Center Blog

JULY 9, 2018

How does a contact center know it’s consistently delivering high quality service? It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. Cost Per Contact. It begins with setting metrics. Service Level.

Metrics 78

Metrics Call Center Abandon Call Schedule adherence 78

Noble Systems

APRIL 21, 2020

On the contrary, call center services are in high demand, and business continuity for call centers is becoming more important for economic and societal health. Contact center agents, considered essential critical infrastructure workers during COVID-19 by CISA , have always had a stressful job. Accurate scheduling is key.

Call Center 68

Call Center Schedule adherence Contact Center Gamification 68

Serenova

JUNE 5, 2020

Heightened stress levels also have a detrimental impact on employee retention—an ongoing problem for contact centers that becomes more damaging during crisis, when call volume can peak. It’s not just your contact center agents who are working from home. See what matters to your contact center with customizable dashboards.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Noble Systems

MARCH 19, 2021

While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. Gamification is the latest player on the WEM field, and it’s quickly becoming an MVP in the employee engagement arena.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52