Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges. First, let’s define remote work.

Management 88

Management Gamification Calibration Quality management 88

CX Accelerator

DECEMBER 31, 2018

From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. This results in long wait times and abandoned conversations. What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77