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.

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Call Center Schedule adherence Agent burnout call center software 136

Babelforce

FEBRUARY 23, 2022

To inform shrinkage calculations, which are crucial for effective scheduling. As such, the metric is a crucial consideration for the planning team. Many will even set targets as they create schedules to drive efficiency and optimize costs. Many contact centers may also consider utilization an indicator of agent productivity.

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Playvox

JANUARY 11, 2024

Effective scheduling not only ensures adequate coverage, but leverages agents’ skills and experience to maximize customer satisfaction and helps to avoid agent burnout. In addition, WFM solutions can provide agent-level tracking to help with performance management and agent engagement.

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Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time).

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Call Center Schedule adherence Agent burnout Contact Center 67

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.

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Self service Management Coaching Contact Center 85

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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Fonolo

NOVEMBER 3, 2015

In our on-going effort to demystify call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. If you like this type of post, you should check out our other posts on call center metrics such as.

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Call Center Average Handle Time Schedule adherence Agent burnout 52