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Declaring Victory in the War on Contact Center Agent Performance

CX Global Media

When you’re referring to agent performance, that can be referenced in numerous and very different categories – attendance, absenteeism, call metrics, sales metrics, customer satisfaction metrics, schedule adherence, utilization, customer satisfaction, tickets closed, first contact resolution, and so much more.

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What Are the Elements of Good Strategic Planning?

Call Center Weekly

Consult and assist other unit leaders, especially those who are horizontally connected by function. Institute scheduled update meetings with staff and front-line representatives. Monitor and evaluate each task for schedule adherence, status and confirm original success metrics. Enlist their advice at every step.

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Customer Reach – April Newsletter

Taylor Reach Group

Financial Institution Appoints Contact Center Consultancy. Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program . Calculating Schedule Adherence in the Contact Center . Financial Institution Appoints Contact Center Consultancy. Customer Service and the Golden Rule .

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Enterprise Benefits Workforce Calculator

Aspect

Our c alculator is designed to place an estimated dollar amount on operational improvements in four key areas that are near and dear to workforce management leaders, schedule adherence, occupancy rate, shrinkage rate and agent attrition. It’s not just the calculations and understanding the what.

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Creating a Balanced Scorecard: What to Consider

COPC

Here we mix metrics and begin with the idea that speed of service is essential and end up with schedule adherence or conformance as the right metric to include. For example, if an agent is scheduled for more coaching or training time, they should not be penalized for the utilization impact of that unproductive time.

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Declare Your Independence From Spreadsheets

Monet Software

Take schedule adherence as an example. Without real-time adherence, shifts are more likely to be over-staffed or under-staffed. One of these areas is flexibility – the limitations of spreadsheets result in fixed schedules that can produce higher shrinkage and overstaffing. Scheduling? Also much faster.

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Quickly Fix Agent Performance on the Cheap

Toister Performance Solutions

Author, speaker, consultant, Brad Cleveland Company, LLC. Twitter: @bradcleveland Explain the “why” behind schedule adherence, the importance of being “in the right place at the right times.” Twitter: @Huskerhix Schedule adherence is not meant to be perfection, rather trying to maximize opportunity to help customers.