Fonolo

SEPTEMBER 30, 2021

While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the effectiveness of your team’s daily activities. Adherence is the biggest factor in achieving ROI from a workforce management perspective. What is schedule adherence? Low adherence can be costly to your bottom line.

Call Center 136

Call Center Schedule adherence Agent burnout call center software 136

CSM Magazine

DECEMBER 15, 2020

Workforce Management (WFM) has come to mean so much more in 2020. There is also the new concept of ‘work support bubbles’ which mean that if there is positive COVID test in one of the bubbles, contact with other team members (and shifts) can be limited and properly controlled without impacting service levels.

Management 52

Management Schedule adherence Gamification At home agents 52

Noble Systems

SEPTEMBER 29, 2020

The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing. A true WFO suite includes a number of technologies. Read our 101 Intro to Call Center Software to learn more about common technologies and tools.

Management 86

Management Gamification Quality management Schedule adherence 86

Monet Software

DECEMBER 4, 2019

Armed with the right technology and a strategic mindset, call center leaders can slash shrinkage, devote more agent time to customers and improve service outcomes. Excessive shrinkage, however, is a barrier to meeting service levels and achieving profitability. Use it to get your 2020 planning off to the right start!

Schedule adherence 15

Schedule adherence Management Contact Center Call Center 15