CX Accelerator

DECEMBER 31, 2018

one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard. Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Hodusoft

OCTOBER 22, 2021

Likewise, when employees are tired, overworked, or unhappy , it shows in their work. According to a study by Gartner, 89% of businesses will soon compete primarily on customer experience, and companies that prioritize customer experience will stand out from the crowd and attract loyal customers. . Conclusion.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Serenova

AUGUST 25, 2020

However, a recent study highlighted that more than 69% of businesses still have no cross-channel workforce management solution in place. This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Supports schedule compliance.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Playvox

JULY 31, 2023

Ensuring that employees can be a part of managing their schedule has big benefits. Improvements in schedule adherence , occupancy rates , and efficiency mean the return on investment (ROI) on WFM is potentially enormous when you find an effective workforce management solution.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

JANUARY 11, 2024

Clearly communicate to employees that making a mistake or making an issue known will not have negative repercussions, and, in fact, only have positive results. According to a study by Joseph Folkman, a behavioral statistician, leaders who exhibit very poor candor (bottom 10%) were in the 20th percentile of overall leadership effectiveness.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

OctopusTech

MARCH 1, 2023

Our consumer benchmark study revealed that 87% of consumers are willing to buy more products from businesses that provide great experiences, so it’s a sound strategy. Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Noble Systems

AUGUST 1, 2019

Studies have indicated that as much as 74 percent of agents are at risk of burnout and you can lose between 30-45 percent to attrition. If you notice that an agent’s schedule adherence has taken a dive, it is time to have a talk to determine if they are experiencing burnout. Decline in productivity.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62