Improving call center service level can have a huge impact on your service quality. It can positively affect the reputation and the overall bottom line of your business. Service level is an important KPI for your contact center. When you measure, monitor and optimize it continuously you are on the right way to ensure you’re delivering a good customer service experience.
Forecasting is hard. Without a workforce management (WFM) software doing the heavy lifting, it’s even harder. But how do you choose the right WFM tool when you need to significantly improve your forecasting accuracy?
Whether you’re ditching spreadsheets or choosing a better software, here are some criteria to help you decide the winning solution that’s right for you.
Occupancy is a key metric for contact centers that neither want to burn money nor burn out their agents. It's also crucial for getting long-term hiring and staffing plans right and for improving efficiency and customer satisfaction. Learn more.
injixo, a cloud-based Workforce Management (WFM) technology pioneer, introduces three new product plans: Essential WFM, Advanced WFM, and Enterprise WFM. These Software-as-a-Service (SaaS) plans make its award-winning technology available and scalable for contact centers of all sizes. injixo launches these plans with customers’ growth needs and scalability in focus.
Workforce Management (WFM) at contact centers is changing. What trends should planners and contact center managers keep an eye on in 2020? Three experts at injixo bring their own unique perspective to the table.