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

Outsource Consultants

JANUARY 24, 2025

Contact center quality monitoring evaluates agent performance using call recordings, KPIs, and AI analytics to improve customer service quality. This blog post explores the key components, best practices, and cutting-edge technologies that drive effective quality monitoring in contact centers. For example, a U.S.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Outsource Consultants

FEBRUARY 27, 2025

India’s call centers have long been a cornerstone of global customer service. However, recent years have seen a remarkable transformation in their approach to quality assurance. At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

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

Monet Software

NOVEMBER 6, 2019

Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Workforce management is one critical component to implementing a full-blown workforce engagement management strategy in your contact center.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

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.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center Best practices 48

Talkdesk

JULY 16, 2019

What’s more, scaling up your team requires more workforce management resources directed toward even more performance and quality management personnel. Quality assurance reviewers may give feedback based on only one or two recorded calls, which the agent may not see as representative of their overall performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience. 10% off their next purchase) to boost response rates.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Dialer 360

NOVEMBER 16, 2018

That could diminish the quality of both. Improve their customer service; an outsourced call center could be the answer. Organizations will often assist customer and demeanor surveys. Usually, contact center service varies, as a business may need a basic answering service. Call Recording – Quality Monitoring.

Service level 23

Service level Contact Center Schedule adherence Call Center 23