contact center solutions eBook Personalization Schedule adherence 
Playvox
JANUARY 11, 2024
And 46% of customers will buy more when given a personalized experience. The result—it’s easier to build schedules and manage the daily fluctuations 3. Improve Schedule Adherence It’s one thing to create the schedule with ease, but another important call center key performance indicator is schedule adherence.
Playvox
JANUARY 25, 2024
Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. And 46% of customers will buy more when given a personalized experience.
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Playvox
APRIL 19, 2023
Contact center solutions can dramatically change the way your organization operates and functions. While issues might pop up unexpectedly from time to time, effective time management is a crucial skill that contact center agents can apply to their daily tasks to provide efficient and effective service to customers.
Playvox
MAY 24, 2023
Schedule Adherence By failing to prepare, you are preparing to fail — a sentiment that couldn’t be truer for resource planners in a contact center. Measuring agent Schedule Adherence empowers you to go one step further than tracking if agents are turning up to the correct shift on the correct day.
Playvox
JUNE 22, 2023
Related Article: The Importance of Accurate Forecasting for Omnichannel Volume Agent Performance Metrics Employees are the heart and soul of call centers and customer service organizations. The time considered in adherence includes on-queue time, off-queue work, and activities such as meetings and training.
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