CX Accelerator

DECEMBER 31, 2018

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. They feel the pressure of meeting metrics but don’t know how and when to strike a balance.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Taylor Reach Group

MARCH 27, 2018

Calculating Schedule Adherence in the Contact Center . Quality Assurance (QA) is a metric with nearly as many variations as there are companies in the world. Service level, the most commonly used center metric – is defined as the percentage of contacts that are answered within a specified target time threshold.

Schedule adherence 48

Schedule adherence Average Handle Time Consulting Consulting 48

Babelforce

NOVEMBER 30, 2022

We’ve divided our definitions into the following categories: Metrics and measurables Technology Contact center terminology Business practices and methodology. Metrics and measurables. Active waiting calls metric. Schedule adherence. Check back here for new definitions as we update the page.).

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52