Fonolo
SEPTEMBER 30, 2021
What is schedule adherence? To put it succinctly, schedule adherence is a metric that calculates whether agents are actually available during their scheduled times. Low adherence can be costly to your bottom line. Agent burnout. How to Improve Call Center Agent Productivity.
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. Administrative time is reduced because AI-powered software factors in staffing and call volume forecasts, agent availability, and business needs.
Fonolo
AUGUST 15, 2023
Agents need time to take a breath and collect their thoughts between calls; If they don't get it, their performance suffers, followed by higher absenteeism and, eventually, agent attrition. Consider an agent who is engaged in call-related work for 45 minutes during a 60 minute period.
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