Playvox

FEBRUARY 27, 2023

They are under constant pressure to reduce operational overhead costs, lower recruiting, onboarding and training costs – all while exceeding customer demands and delivering exceptional customer service. When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation.

Management 75

Management Schedule adherence Contact Center Coaching 75

Playvox

FEBRUARY 20, 2024

That’s where a Workforce Management solution moves from a “nice to have” to a “must have.” The best Quality Management (QM) systems also enable agents to provide commentary on feedback provided and dispute anything that the agent may not agree with the analyst about.

Management 88

Management Gamification Calibration Quality management 88

Serenova

APRIL 19, 2020

CxEngage Quality Management provides native call recording, screen capture and quality assurance capabilities all within a unified interface, which means fewer applications to manage. Serenova WFM can help minimize administrative effort, improve agent engagement and schedule adherence, and reduce labor costs.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

Taylor Reach Group

AUGUST 23, 2017

Status states (lunch, break, coaching, training, etc.). Schedule Adherence. Quality/Compliance score. As a result, they will want to examine all of the identified Agent reporting metrics and in addition, examine schedule adherence which is generally within their control and purview. Quality Manager.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

Monet Software

AUGUST 29, 2018

These reports provide the data that triggers changes, decisions, personnel training and effective communication. Be sure the reports you’ll receive will help with workforce management, quality management and performance management. They have different needs and preferences when it comes to shifts and schedules.

Schedule adherence 48

Schedule adherence Contact Center Quality management Analytics 48

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

Playvox

NOVEMBER 18, 2021

For example, if you already use Playvox workforce management software , adding our quality management module is straightforward and quick. Cloud-based WEM applications provide a unified view of performance, queue status, and critical KPIs such as occupancy and schedule adherence.

contact center solutions 52

contact center solutions Cloud contact Contact Center SaaS 52

Talkdesk

JULY 16, 2019

That’s where leveraging contact center performance management software can help. Challenges of Performance Management Traditionally, call center managers have used a combination of quality monitoring, team trainings, and one-on-one coaching to address employee engagement and improve agent performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

JUNE 22, 2023

Provide adequate agent training to be able to resolve customer questions and challenges with “one stop” and more quickly and efficiently. Schedule Adherence Schedule adherence is the amount of time agents work that coincides with the time period they are scheduled to work — sometimes simply called adherence.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Dialer 360

NOVEMBER 16, 2018

Besides, every decision that is by call center management to schedule reps training. Chasing schedule adherence for the shift, day after have ended missed opportunity to correct an issue quickly. Screening intra-day activities as such as lunch break, training sessions. Call Recording – Quality Monitoring.

Service level 23

Service level Contact Center Schedule adherence Call Center 23