Case Study, Metrics and Schedule adherence

Transforming Your Contact Center Culture: A Case Study in Attitude and Effort

Expivia

JULY 19, 2023

However, beyond these metrics, we also wanted to ensure we had agents who were naturally positive, eager to learn, and willing to make an effort. It’s not just about hitting service levels or maintaining schedule adherence, but instilling the right culture that aligns with your contact center’s goals.

Contact Center

Contact Center Schedule adherence Technical Support Analytics

Building Your Best Culture in 2019

CX Accelerator

DECEMBER 31, 2018

one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard. They feel the pressure of meeting metrics but don’t know how and when to strike a balance.

Calibration

Calibration Schedule adherence Coaching Employee engagement

Customer Contact Central

Transforming Your Contact Center Culture: A Case Study in Attitude and Effort

Building Your Best Culture in 2019

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