Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? All that time adds up quickly.

Self service 85

Self service Management Coaching Contact Center 85

Fonolo

MAY 30, 2023

Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. This flexibility helps achieve optimal staffing levels and a seamless customer experience. They can manage their own schedules, request time off, and swap shifts, too. The numbers back this up.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Calabrio

MARCH 22, 2025

Add flexibility with self-scheduling Empower agents with the ability to manage their schedules, promoting better work-life balance and increasing job satisfaction. Develop a true omnichannel approach thats unified in the cloud and ensures that agents have easy access to customer history and insights across all channels.

Best practices 52

Best practices Contact Center Management Call Center 52

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

AUGUST 25, 2022

However, those one or two people quickly add up, especially when there is a small amount of staff in place and the impact absolutely can be detrimental to the customer experience. As you look at the chart above, you may think the difference of a few seconds may not be that big. Balloon Game. Inflate a bunch of balloons.

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

Noble Systems

JUNE 27, 2019

For those companies that have a renewed focus on maximizing convenience, providing a consistent brand and creating an effortless experience for every customer, true omnichannel communication is a must-have for the cloud contact center. Self-service options. Advanced analytics.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Outsource Consultants

JANUARY 27, 2025

Learn how nearshore call centers can improve service levels Reduce Abandonment Rates Abandonment Rate tracks the percentage of callers who hang up before speaking with an agent. Strategies to Lower Abandonment Rates: Provide estimated wait times to set customer expectations. Offer self-service options for quick issue resolution.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67