Noble Systems
APRIL 21, 2020
To make sure agents are fully engaged and can deliver accurate and consistent messaging to customers, ongoing training , coaching and interaction monitoring are essential. When stress levels and anxiety are pervasive, contact center agents and customers need to know the company has their back. We are all in this together.
Toister Performance Solutions
OCTOBER 26, 2017
Twitter: @bradcleveland Explain the “why” behind schedule adherence, the importance of being “in the right place at the right times.” Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support. Vice President, Customer Care, Gopher Sport. Here's what they shared. Brad Cleveland.
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Noble Systems
MARCH 19, 2021
Popular monitoring modes include listen only, in which the agent may not even know they are being observed, and coach monitoring. In the coaching mode, managers can assist the agent during a call, but the customer can’t hear the manager. Managers can listen to an agent’s call in real-time.
CSM Magazine
JANUARY 9, 2023
The collaboration enables Salesforce Service Cloud customers to more efficiently manage forecasting, scheduling, adherence, capacity planning and long-term scheduling within Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights.
Pointillist
JANUARY 25, 2019
If too many calls are on hold, you can coach agents to work more efficiently to reduce the call backlog. Adherence to Schedule Another productivity related call center metric, adherence to schedule assesses how well agents manage their on-the-job time. Many find an adherence rate of 80% to be a good target.
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