Analysis call center workforce Schedule adherence Service level 
Global Response
DECEMBER 2, 2022
Schedule adherence refers to how well an employee complies with their scheduled work times, including start, stop, break and time off. Service level (SLA) sets benchmarks for future performance. They can be characterized in call center terms such as 80/20, which means 80 percent of calls answered within 20 seconds.
Noble Systems
SEPTEMBER 29, 2020
How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance. WFO is not just a single component; it bridges the span of the contact center to tie activities into an integrated strategy, working towards common business goals.
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