CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

AUGUST 25, 2022

Another person may not adhere to scheduled breaks or lunches. All these singular actions can negatively impact service level metrics and the customer experience. The larger number of available staff, the smaller the impact of one or two people not being available as scheduled. ENJOYING THIS ARTICLE? Balloon Game.

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

Taylor Reach Group

MARCH 27, 2018

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Call Center, Contact Center and Customer Experience Events - April 2018. Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do.

Schedule adherence 48

Schedule adherence Average Handle Time Consulting Consulting 48

Aspect

APRIL 5, 2021

Over the years we have used many different ROI and Business Assessment tools to help customers determine the impact of adding best-of-breed contact management and workforce management capability to their customer experience centers. We have decided to share this tool publicly so that you can use it on your timeline.

Enterprise 62

Enterprise Schedule adherence Contact Center Consulting 62

3CLogic

NOVEMBER 10, 2021

Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses. Not convinced? So why is high employee turnover so common among contact centers? There are a number of reasons.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

ViiBE Blog

APRIL 28, 2021

Since they’re the most involved with customer interactions, their performance directly affects the customer experience. This article will teach you how to measure an agent’s performance and other important customer service metrics. Based on the customer feedback, try and pinpoint the agents’ weaknesses.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

Taylor Reach Group

AUGUST 23, 2017

Schedule Adherence. As a result, they will want to examine all of the identified Agent reporting metrics and in addition, examine schedule adherence which is generally within their control and purview. Typical Agent metrics will likely include; 1. Login time. Available time. Busy/Not ready time. Talk time. Warp time.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66