Playvox

FEBRUARY 27, 2023

Customer experience leaders are more challenged than ever. They are under constant pressure to reduce operational overhead costs, lower recruiting, onboarding and training costs – all while exceeding customer demands and delivering exceptional customer service.

Management 75

Management Schedule adherence Contact Center Coaching 75

Serenova

APRIL 19, 2020

The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable. CxEngage Quality Management provides native call recording, screen capture and quality assurance capabilities all within a unified interface, which means fewer applications to manage.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact contact center solutions 76

Serenova

JUNE 5, 2020

That’s all bad news for call center agent productivity and customer experience. It minimizes administrative effort, improves agent engagement and schedule adherence, and reduces labor costs. You can help combat this by dialing up feedback with quality management tools. Resources and Experience to Help.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Playvox

FEBRUARY 20, 2024

That’s where a Workforce Management solution moves from a “nice to have” to a “must have.” One of Playvox’s customers, MongoDB , had many of the typical challenges seen with dispersed global teams.

Management 88

Management Gamification Calibration Quality management 88

CSM Magazine

JANUARY 9, 2023

The collaboration enables Salesforce Service Cloud customers to more efficiently manage forecasting, scheduling, adherence, capacity planning and long-term scheduling within Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

Outsource Consultants

JANUARY 24, 2025

insurance company used AI analytics to modify its Explanation of Benefits (EOB) documents, significantly improving customer understanding and satisfaction. Explore how AI is transforming customer service with cutting-edge analytics. How can Outsource Consultants help with quality monitoring? For example, a U.S.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Outsource Consultants

FEBRUARY 27, 2025

Indian call centers now employ advanced analytics to gain deeper insights into agent performance and customer satisfaction. Predictive analytics tools forecast call volumes and optimize workforce management. This has resulted in improvements in schedule adherence and operational costs for many centers.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Taylor Reach Group

AUGUST 23, 2017

Schedule Adherence. Quality/Compliance score. As a result, they will want to examine all of the identified Agent reporting metrics and in addition, examine schedule adherence which is generally within their control and purview. Quality Manager. Typical Agent metrics will likely include; 1. Talk time.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

Monet Software

DECEMBER 21, 2018

We were proud to announce the official release of our Workforce Management (WFM) solution for Salesforce, which integrates easily with Salesforce Service Cloud or Sales Cloud case management systems to provide an advanced omnichannel WFM solution directly from Salesforce. What will the New Year bring? Stay tuned!

Schedule adherence 48

Schedule adherence contact center solutions Contact Center Best practices 48

Talkdesk

JULY 16, 2019

How Call Center Performance Management Improves Customer Experience When a customer reaches out to your contact center for help with an issue, what do they expect? Do they want personal, friendly customer interactions, or do they want an effective call center agent who can provide fast resolution of their issue?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. Are your customers happy? How are you tracking customer satisfaction and customer experiences?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Playvox

NOVEMBER 18, 2021

For example, if you already use Playvox workforce management software , adding our quality management module is straightforward and quick. You’ll be much more successful at streamlining operations and delivering satisfying customer experiences if all of your contact center tools are integrated.

contact center solutions 52

contact center solutions Cloud contact Contact Center SaaS 52