Playvox
JANUARY 11, 2024
Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?
Playvox
FEBRUARY 20, 2024
Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges. First, let’s define remote work.
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Playvox
NOVEMBER 1, 2022
A remote work location requires a different mindset from contact center management — and a distinct set of guidelines. Remote work agreements make clear for both agents and managers what the qualifications are for working outside the office and what’s expected of those who do. What Is A Remote Work Policy?
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. Still, many managers use this back to front. Schedule Adherence Schedule Adherence is another older metric that can still be a useful measure of agent attendance.
Global Response
DECEMBER 2, 2022
Key performance indicators (KPIs) are displayed on a dashboard that allows customer service managers to assess performance and to determine needed changes, such as increasing or decreasing staffing. Schedule adherence refers to how well an employee complies with their scheduled work times, including start, stop, break and time off.
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. Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done.
Call Design
SEPTEMBER 2, 2021
For the workforce management team, we know that means we need to accurately forecast the interactions, schedule the agents, and real time manage the environment. Or we could focus on “right time”, concentrating on our forecast accuracy and schedule adherence. Pulse surveys are a great way to get that feedback.
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