Fonolo

SEPTEMBER 21, 2023

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Schedule Adherence Schedule Adherence is another older metric that can still be a useful measure of agent attendance. Everybody wins!

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Working efficiently becomes even more important when costs are rising, agents are hard to hire, and customer service expectations are higher than ever before. Automate Reports.

Management 86

Management Schedule adherence Coaching Contact Center 86

Playvox

JANUARY 25, 2024

Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customer support knowledge can negatively impact not only your scores but overall CX.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Serenova

AUGUST 25, 2020

For example, an organization may leverage WFM solutions to give real-time feedback via dashboards that highlight individual and team performance. This ultimately means better experiences for your customers. Supports schedule compliance. Monitor agent calls for coaching opportunities.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Serenova

AUGUST 25, 2020

For example, an organization may leverage WFM solutions to give real-time feedback via dashboards that highlight individual and team performance. This ultimately means better experiences for your customers. Supports schedule compliance. Supports schedule compliance.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

LiveChat

OCTOBER 6, 2016

Accelerate monitoring and coaching. Once your seasonal team is in place and handling live inquiries, you have to step up your monitoring/coaching. At first, live monitoring is the best approach for realtime feedback. LiveChat commentary: You can coach agents in real-time using the supervision feature.

Schedule adherence 52

Schedule adherence Coaching Feedback Metrics 52

Call Center Pros

DECEMBER 17, 2018

Accordingly, this season for any support professional is one of the most stressful times of the year. Because of this surge in sales, companies always stay on their heels to deliver the best experience to all their customers despite the huge rush. Believe us; this will enable you to serve your eager customers in the best possible way.

Schedule adherence 40

Schedule adherence call center software Call Center Sales 40