Average Handle Time First call resolution Schedule adherence Video 
Serenova
AUGUST 25, 2020
An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. Supports schedule compliance. Monitor agent calls for coaching opportunities.
Serenova
AUGUST 25, 2020
Regardless of role or department, maximizing productivity and impact begins with ensuring the right people are working on the right tasks at the right time, based on the priorities of the business. Supports schedule compliance. Schedule adherence assesses how closely a contact center agent follows their scheduled activities.
Hodusoft
JUNE 7, 2024
The channels typically comprise: Phone calls Emails Live chat Social media platforms SMS/text messaging Video calls 4. These KPIs help management in identifying trends, industry standards, and implanting required solutions for improving the overall call center performance.
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