Fonolo

OCTOBER 13, 2022

A shrinkage rate of 30-35% is considered to be acceptable in the contact center industry, and you should plan your staffing with this number in mind. When shrinkage starts to creep up, it can create a domino effect that has a negative impact on your call center operations. Track Schedule Adherence. DID YOU KNOW?

Call Center 81

Call Center Schedule adherence First call resolution Morale 81

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Monet Software

FEBRUARY 13, 2020

With a WFM solution, responsive scheduling and service-level achievement can combine with ease. Many contact center leaders will often feel like Dr. Jeckyl and Mr. Hyde. The right tools can help unify the call center’s split personality and foster an environment that is both employee- and customer-centric.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

Serenova

MAY 21, 2020

At the start of the COVID-19 lockdown, transitioning agents to work from home (WFH) while maintaining merely acceptable customer experiences was the most contact centers could manage. Customers were patient and understanding, and we all adjusted to the extraordinary changes in our personal and business lives together.

Schedule adherence 98

Schedule adherence Contact Center Morale Coaching 98

Hodusoft

OCTOBER 22, 2021

Call center managers can target other pressing issues as a result of streamlining workflow. Furthermore, allowing competent agents the freedom to retort differently and find creative ways to resolve issues can boost their morale, work engagement, and productivity. Set personal goals. Engage agents.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Monet Software

DECEMBER 4, 2019

Contact center shrinkage can be like a kid running a lemonade stand. This is how contact center professionals often feel about shrinkage—it saps resources and steals directly from the bottom line. It’s impossible to eliminate contact center shrinkage. Personal days. Socializing and personal calls.

Schedule adherence 15

Schedule adherence Management Contact Center Call Center 15