Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. Are agents working on what they are scheduled to do?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Call Design

JULY 6, 2021

This score provides an overall view on the performance delivered, the level of customer service and includes variables such as ease-of-access, wait times and more. This metric is very similar to the customer satisfaction number as feedback is provided back to the company through a survey form from the customer.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

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. Supports schedule compliance. Schedule adherence assesses how closely a contact center agent follows their scheduled activities.

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. By merging your routing engine, your operations team can take control of task distribution logic and instill a set of processes that are less time-consuming.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. However, gathering enough data to decide where to direct resources to improve performance requires a huge amount of time and managerial energy.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Dialer 360

NOVEMBER 16, 2018

Obtain some feedback to find out how you can better position in your industry for future. The right number of reps are their desk and may handle call volume without a long wait. A customer is more likely to offer positive feedback. Recording portal can use in coaching sessions for new reps to bring them up to speed.

Service level 23

Service level Contact Center Schedule adherence Call Center 23