Playvox

JANUARY 25, 2024

Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Monet Software

DECEMBER 21, 2018

We were proud to announce the official release of our Workforce Management (WFM) solution for Salesforce, which integrates easily with Salesforce Service Cloud or Sales Cloud case management systems to provide an advanced omnichannel WFM solution directly from Salesforce. What will the New Year bring? Stay tuned!

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

Playvox

JUNE 22, 2023

First Contact Resolution A case in which a customer’s question is answered or a problem is solved during the initial interaction so that no follow-up contacts are necessary. The time considered in adherence includes on-queue time, off-queue work, and activities such as meetings and training.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52