ByPlayvox Team
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Making optimal use of your contact center workforce is one of the biggest challenges for any contact center leader. Balancing the needs of your company, your customers, and your agents is a time-consuming, stressful effort — especially if you’re doing it manually.
ByPlayvox Team
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The right WFM tools can mean the difference between a business that flourishes and one that flounders. While it may sound like a bold claim, the truth is the benefits of workforce management are big, and they have far-reaching effects—not only inside contact centers, but throughout organizations and straight to the bottom line. That’s because,…
ByPlayvox Team
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How to Know if You Need a Workforce Engagement Management Solution: Answer These 12 Questions A spring 2021 article on SHRM references the turnover “tsunami” that’s on the horizon, given that more than half of employees surveyed say they’ll look for a new job in the next year. With turnover rates for contact centers already…
ByPlayvox Team
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Adherence. AHT. ATA. EWT. FCR. The contact center industry is full of specialized terminology, jargon, and acronyms. Whether you’re an experienced contact center leader or a newly hired call center agent, it’s challenging to learn and keep up with the latest workforce management (WFM) terminology. To help you make sense of your work life (or…
ByPlayvox Team
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Let’s face it. Spreadsheets were made to manage numbers, not people. For scheduling and managing the complexities of a high-demand agent workforce, spreadsheets do not cut it. In fact, they can be a detriment to the effective operations of your contact center. If you’re struggling with forecasting, scheduling, and monitoring your workforce in real-time, you’re…
ByPlayvox Team
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Uniting your team can be tough, even under the best circumstances. As hybrid workforces become more common, contact center managers have to get even more creative to keep everyone feeling connected, productive, and engaged.
ByPlayvox Team
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Workforce management software isn’t exactly a magic pill for contact centers helping to drive business success, but it’s definitely a smart place to start. While strong products will always be essential to the success of large and mid-size businesses, it’s the customer experience that keeps people (and revenue) coming. Contact centers are at the heart…
ByPlayvox Team
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For anyone asking, “What is workforce management?” there’s never been a better time to understand—and turn up—its power to transform and optimize your business. Workforce management is the critical link between today’s top-performing contact centers and thriving brands—across every industry. And it’s increasingly top-of-mind for customer experience leaders who want to help reduce costs and…
ByPlayvox Team
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During the COVID-19 pandemic, workforce management became an area of intense focus and accelerated innovation. Human resources teams at companies around the world developed new policies, practices, and processes to enable a decentralized workforce while keeping employees connected and productive. As innovation continues, especially around reducing operating costs and managing staffing while maintaining an optimal…
ByPlayvox Team
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Wondering how to measure your First Contact Resolution metric and what it means for your contact center? First Contact Resolution (FCR) is a crucial key performance indicator (KPI) for establishing customer satisfaction and operational performance. Alongside Net Promoter Score, First Contact Resolution metrics reveal how effectively your customer service agents are resolving clients’ issues the…