Call Design

SEPTEMBER 2, 2021

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” Or we could focus on “right time”, concentrating on our forecast accuracy and schedule adherence. Dan Smitley.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Serenova

AUGUST 25, 2020

Regardless of role or department, maximizing productivity and impact begins with ensuring the right people are working on the right tasks at the right time, based on the priorities of the business. Supports schedule compliance. Schedule adherence assesses how closely a contact center agent follows their scheduled activities.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Callminer

JANUARY 18, 2021

They are an easy way to track metrics and discover trends within your agents. ” – Allie Decker, How to Run a Call Center in 2020 , HubSpot; Twitter: @HubSpot. Let your operations team handle real-time management. Both of these are the responsibility of the operations team, not the workforce management team.

Best practices 226

Best practices Call Center Contact Center Scripts 226