Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction. What Is Time Management?

Time management 56

Time management Contact Center Management Schedule adherence 56

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. .

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.” When you add in the challenge of managing a remote workforce, the challenges that go along with effective communication multiply quickly.

Management 88

Management Gamification Calibration Quality management 88

Serenova

AUGUST 25, 2020

Performance management. Effective workforce management also ensures that employee performance and productivity align with the goals of the department or the organization. For example, an organization may leverage WFM solutions to give real-time feedback via dashboards that highlight individual and team performance.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Playvox

JUNE 22, 2023

For example, “On a scale of 1 to 5, how easy was it to solve your problem today?” Make sure customers know they are anonymous and consider a real-time incentive (e.g., Keep surveys short and set customer expectations ahead of time. For example, “Please answer 3 short questions about your agent and experience today.”

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Noble Systems

MARCH 19, 2021

An Interactive Voice Response (IVR) system takes this a step further, providing more flexible rules for routing calls and even the ability to handle certain calls without human intervention (for example, checking your credit card balance). With a good auto-attendant and IVR system, you can handle more calls, and handle them more quickly.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Hodusoft

JUNE 7, 2024

To define a call/contact center manager in a more fun and engaging way, let’s cite an example from popular culture. If you have watched the 2006 Hollywood movie (or its 2010 adaptation) ‘Outsourced’ then Todd Anderson (or Todd Dempsy, in the series) is the closest and the best example of a call center manager.

Best practices 52

Best practices Call Center Omni-channel support Management 52