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How to Calculate Schedule Adherence in the Call Center

Fonolo

If you are looking to improve call center agent productivity and optimize your contact center operations , you must learn how to calculate call center schedule adherence. What is Call Center Schedule Adherence? The schedule includes call time, wrap-ups, meetings, and training.

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Contact Center Workforce Management Best Practices

Fonolo

That’s why contact centers are investing in it in droves. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. How Can WFM Help my Contact Center?

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Contact Center Executive Outlook on Employee Engagement

Contact Center Pipeline

It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience.

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How to Measure Contact Center Agent Productivity and Five Ways to Boost It

Playvox

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

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6 Ways to Reduce Call Center Shrinkage

Fonolo

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?

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The Ultimate Guide to Call Center Agent Performance

Fonolo

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).

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Workforce Management for Call Centers: What You Need to Know

Playvox

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.