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Building Your Best Culture in 2019

CX Accelerator

one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard. Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done.

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Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

Login time. Available time. Busy/Not ready time. Talk time. Warp time. Hold time. Schedule Adherence. Average talk time. Average hold time. Average handle time. All of the above metrics can inform the Team Leader and other management how an individual is performing.

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