Helpful guide on how to elevate team performance in the contact center. These call center coaching strategies empower agents to reach their full potential.
The definitive guide to contact center WFM and Workforce Management, providing tips for successful scheduling and employee engagement.
Tailor the scheduling system to your needs (short/long term): A successful forecasting and scheduling system should align with the current business objectives and the specific requirements of the call center. Team leaders must consider the number and length of calls, available employees, full-time ...
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BACKGROUND: ABOUT THE CALL FOR BEST PRACTICES OF PUBLIC PLAY SPACE The development of information and communication technologies has opened new frontiers in the use of games within participatory processes and during the last decade several new experimentations of video games usage for par...
“By purchasing an interaction analytics platform that includes automated scoring, call centers can identify metrics they want to grade agents on, assign weights to different categories, and the system scores every call. With real-time analytics, agents receive next bes...
By first tracking and measuring agents’ performance in terms of skill sets, organizations can make use of a routing system that matches callers to those most competent in handling the queries they have. This approach is perfect for large contact centres with many agents to choose from, but it...
Node also provides a handy utility function called “promisify”, that you can use to convert any old function expecting a callback that you just have to use into one that returns a promise. All you need to do is import it in your project: ...
Involving them in the process keeps the process transparent and allows everyone to provide feedback. For example, employee preferences could influence scheduling if some prefer to work later hours than others. Or they can suggest rotation schedules based on workloads and expectations, such as one ...
5. Shift fill and backfill Finding a replacement is often another manual and time-consuming process when a shift opens up. Wouldn’t life be easier if you could skip the manual phone calls and have an automated system do the work for you?