Fonolo

OCTOBER 13, 2022

When shrinkage starts to creep up, it can create a domino effect that has a negative impact on your call center operations. Stress levels go up and KPIs like First Call Resolution and Average Handle Time are impacted. Track Schedule Adherence. It affects shrinkage, too. It’s a simple as that.

Call Center 81

Call Center Schedule adherence First call resolution Morale 81

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Schedule Adherence Schedule Adherence is another older metric that can still be a useful measure of agent attendance.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Fonolo

MAY 30, 2023

These resources include time, staff, technology, and processes. WFM touches a wide range of activities, including forecasting, scheduling, performance tracking, and reporting. The Golden Rules of SLAs Real-time adherence Studies show that contact centers with WFM tools have a 7.5% higher adherence rate than those without.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

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. Technology that isn’t up to par. So how can you ensure you maintain or improve first call resolution rates?

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93