Agent burnout Best practices Metrics Schedule adherence 
Fonolo
SEPTEMBER 30, 2021
Making sure the team is on track with their key metric goals is a big part of call center strategy. What is schedule adherence? To put it succinctly, schedule adherence is a metric that calculates whether agents are actually available during their scheduled times. Agent burnout.
Playvox
JULY 31, 2023
Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics. Ensuring that employees can be a part of managing their schedule has big benefits.
Talkdesk
JULY 16, 2019
Contact center agents may also take issue with the performance metrics being used to assess them. Quality assurance reviewers may give feedback based on only one or two recorded calls, which the agent may not see as representative of their overall performance.
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