Fonolo

SEPTEMBER 21, 2023

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Schedule Adherence Schedule Adherence is another older metric that can still be a useful measure of agent attendance. Everybody wins!

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Contact Center Pipeline

JULY 11, 2018

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. Employee engagement continues to top the lists of management challenges—and with good reason.

Employee engagement 133

Employee engagement Contact Center Schedule adherence Morale 133

Playvox

FEBRUARY 20, 2024

” Before bringing in an automated solution for scheduling, many call and support centers may have had entire teams dedicated to managing schedules, adherence, time off, and other complexities that come with managing a remote workforce and global teams. And, there is no need to go all out on the types of rewards offered.

Management 88

Management Gamification Calibration Quality management 88

Playvox

JULY 14, 2023

Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics. Accurate forecasting is critical and will tie directly to your agents’ schedule adherence. Offer Feedback Regularly offering agents feedback is key for them to understand how they are performing.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Noble Systems

OCTOBER 18, 2018

Continuous feedback on product knowledge, customer service skills, system usage and various efficiency measures are also important. Are agents making calls during times the schedule says they are available? Do they start their shift on time or take breaks when scheduled? Do they take an extended lunch break?

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

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. Low-quality feedback from supervisors. Not convinced? So why is high employee turnover so common among contact centers?

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Monet Software

JULY 30, 2019

Tip: To improve quality scores, you should gather heaps of data from all your different channels and give ongoing feedback to your agent. Schedule Adherence: Schedule Adherence is a KPI that measures how well your agents are sticking to their work schedule timings.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54