InMoment XI

DECEMBER 13, 2024

Monitoring Real-Time Performance A dashboard provides live data on aspects like call availability and agent efficiency. This real-time data collection enables immediate improvements where necessary. Tracking Call Center Metrics Businesses can track call center metrics to ensure teams are meeting their objectives.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

NobelBiz

APRIL 18, 2023

With WFO tools in place, managers can allocate resources effectively, ensuring that the right number of agents is available at all times for handling customer inquiries, thereby reducing wait times, leading to improved productivity levels and minimizing labor costs due to increased utilization rates, etc.

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

OCTOBER 17, 2023

Example from a Call Center Perspective During a promotional event, a call center experiences an unexpected surge in call volume. Without real-time reporting, managers are unaware of the spike and can’t allocate additional agents to handle the influx. Customers are flooding the lines seeking information and assistance.

Call Center 59

Call Center Management Contact Center Contact Center Software 59