blog wfm-for-agents 
Fonolo
MAY 30, 2023
It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. There can be a lot to unpack when you dive into WFM, but don’t worry: we’re here to help! WFM touches a wide range of activities, including forecasting, scheduling, performance tracking, and reporting.
Execs In The Know
APRIL 7, 2024
Workforce management (WFM) provides several benefits to agents, including improved focus, additional resources, and valuable assistance. By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Logicalware
DECEMBER 14, 2021
In this blog, our Director of WFM Emma Skygebjerg shares her top tips for planning and optimising your schedules. ” Tip #2: Factor in agent skills. “Puzzel WFM now enables agents to specify the days and times they prefer? . “Puzzel WFM now enables agents to specify the days and times they prefer?to
Fonolo
AUGUST 15, 2023
Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). It’s the most common measure of how much of their time your call center agents spend dealing with customers.
UJET
JUNE 3, 2020
Agents can access the platform from any location and are fully capable of helping customers resolve issues. Agents start work by signing in , but what other technology do they need? A supervisor should have a complete understanding of which tools agents need and make sure that they have access to them all.
Logicalware
AUGUST 19, 2021
With so much attention placed on customer experience in the contact centre, the needs of agents can often get overlooked. But agent experience is so tightly tied to customer experience that it’s impossible to successfully deliver one without the other. Happy agents are 3x as likely to feel empowered to resolve customer issues.
DMG Consulting
JULY 9, 2021
Executives are still discussing whether or not contact centers agents will be allowed to work at home on a full-time or hybrid basis after the pandemic, but I believe the decision has already been made. Agents and other contact center employees have had a taste of freedom and are not going to give it up easily.
Expert insights. Personalized for you.
106 
Let's personalize your content