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WFM ROI: Why You Need Workforce Management Software Now

Playvox

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Integration through a WFM solution ensures data is correct, helping you feel confident in your schedules and forecasts. Making things fun with gamification.

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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

Schedule Adherence Schedule adherence is the amount of time agents work that coincides with the time period they are scheduled to work — sometimes simply called adherence. The time considered in adherence includes on-queue time, off-queue work, and activities such as meetings and training.