Benchmark, Coaching, Quality management and Schedule adherence

Cooling Call Center Agent Stress Through a COVID-19 Summer

Serenova

JUNE 5, 2020

It minimizes administrative effort, improves agent engagement and schedule adherence, and reduces labor costs. Real-time adherence and forecasting reports offer intraday analyses and adjustments of schedules. Know what’s going on at all times to improve real-time coaching and solve issues as they occur throughout the day.

Call Center

Call Center Schedule adherence Contact Center Gamification

Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

AUGUST 23, 2017

Status states (lunch, break, coaching, training, etc.). Schedule Adherence. Quality/Compliance score. Points 1-11 (above) are metrics that tell the Agent and their managers how they are performing versus time management expectations and in comparison, to their peers. Quality Manager.

Metrics

Metrics Contact Center Schedule adherence Coaching

Customer Contact Central

Cooling Call Center Agent Stress Through a COVID-19 Summer

Contact Center Metrics, Why Do They Matter?

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