Monet Software

FEBRUARY 13, 2020

With a WFM solution, responsive scheduling and service-level achievement can combine with ease. One moment you’re obsessing about workforce engagement, an hour later about service levels. On the other hand, the metrics-focused manager is trying to do right by the business by maximizing schedule adherence.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

Monet Software

JULY 30, 2019

Quality of Service. Service Level: Service level refers to the percentage of calls being answered within a given time frame and measures the overall performance of how accessible your service is for customers. Tip: Call center service levels can be disconcerting and need to be measured with the right method.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

Monet Software

DECEMBER 4, 2019

Aggressive efforts to eradicate shrinkage in call centers can negatively affect team cohesion, agent training, morale and retention. Excessive shrinkage, however, is a barrier to meeting service levels and achieving profitability. Use real-time shrinkage data to improve schedule adherence throughout each shift. .

Schedule adherence 15

Schedule adherence Management Contact Center Call Center 15