The Ultimate Guide to Call Center Performance Metrics l WFM Tipsy Thursday EP 35 скачать в хорошем качестве

The Ultimate Guide to Call Center Performance Metrics l WFM Tipsy Thursday EP 35

Welcome back to WFM Tipsy Thursdays with your host, The Contact Center Whisperer, and special guest Todd Hixon! In this episode, we uncover the most important metric in the call center industry—and it might not be what you think! 🚀 ✅ What truly drives efficiency in a contact center? ✅ Why is attendance the foundation of customer experience? ✅ How can workforce management leaders improve agent availability? Todd shares game-changing insights into workforce optimization, agent engagement, and customer experience strategies that every contact center leader needs to hear! -------------------------------------- 📌FREE WFM ASSESSMENT: WFMGoBeyondScore.com 📌📖 GET THE BOOK: Transform your workforce management strategy! Grab your copy of "WFM Go Beyond" today! → WFMGoBeyond.com 📌 Get your FREE Copy now! https://src-resources.com 📌 Check out our website for more information about Solid Rock Consulting: https://solidrockco.net/ -------------------------------------- 🔔 Don't forget to LIKE, COMMENT & SUBSCRIBE for more WFM insights every Thursday! Timestamps: 00:00 - Introduction 00:48 - Why is Workforce Management About Service? 02:29 - The Power of Servant Leadership in WFM 04:04 - The Most Important Metric: Attendance! 📊 05:17 - Why Most Call Center Leaders Overlook Attendance 07:07 - Building a People-First Culture in the Contact Center 09:27 - Challenges in Managing Attendance & Availability 11:42 - The “We” Moment: Creating Agent Buy-In 🙌 12:48 - Workforce Planning Tip: Overstaffing as a Strategy 14:33 - The Hidden Cost of Being Understaffed 🚨 16:22 - Where to Find Todd Hixon & Final Thoughts 17:01 - Wrap-Up: How WFM is a Strategic Leadership Role #thewfmpeople #workforcemanagememt #wfm #customerexperience #CX #employeeexperience #EX #solidrockconsulting #SRC #ContactCenter #WFM #CustomerExperience #CallCenter #WorkforceManagement #leadershipinspiration what are call center metrics, call center,call center metrics, contact center, contact center software, call center software, contact center solution, contact center solutions, call center solution, call center solutions, cloud contact center, Contact Center Zone, customer service, track call center, call center performance, customer experience, importance of call center metrics, call center metrics analytics and reporting, call center attendance, Solid Rock Consulting, WFM