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

Playvox

NOVEMBER 15, 2022

“Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor , a book published in 1748. For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Encouraging collaboration.

Management 86

Management Schedule adherence Coaching Contact Center 86

Playvox

FEBRUARY 20, 2024

That’s where a Workforce Management solution moves from a “nice to have” to a “must have.” By applying scores and prizes to your employees’ everyday tasks, you can make work feel more enjoyable and increase employee engagement.

Management 88

Management Gamification Calibration Quality management 88

Playvox

JANUARY 25, 2024

Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. This results in long wait times and abandoned conversations. WEM adds the element of employee engagement as the linchpin to delivering outstanding CX. Why is WEM Better than WFO?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Noble Systems

MARCH 19, 2021

A blended system will let the same agents work on both inbound and outbound calls at the same time, managing the workflow to let incoming calls be answered and making outgoing calls to keep agents busy while they are waiting. Integrated platforms mean that agents don’t have to manually switch between inbound and outbound campaigns.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Serenova

AUGUST 25, 2020

And in today’s current health crisis, which performance management strategies can adapt to a work from home model now that supervisors and agents are geographically dispersed? This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Dialer 360

SEPTEMBER 14, 2022

Call center optimization is a customer experience strategy that utilizes modern digital channels and innovative technologies to improve the customer experience by enhancing employee engagement. Schedule Adherence. The agent’s adherence to their timetable is indicated by this metric.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26