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.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Call Design

SEPTEMBER 2, 2021

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” Or we could focus on “right time”, concentrating on our forecast accuracy and schedule adherence.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Callminer

JANUARY 18, 2021

“A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. Let your operations team handle real-time management. The team leader has to manage the overall performance of the agent.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Playvox

FEBRUARY 20, 2024

It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes. Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option.

Management 88

Management Gamification Calibration Quality management 88

Playvox

JANUARY 25, 2024

Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. This results in long wait times and abandoned conversations. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Dialer 360

SEPTEMBER 14, 2022

Having a proper dashboard for your call center operations is key when it comes to managing your resources and optimizing workflow without facing any delays. Schedule Adherence. The agent’s adherence to their timetable is indicated by this metric. Customer Satisfaction Surveys.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

Noble Systems

MARCH 19, 2021

Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more. Let’s take a look at the best small business call center software features. Auto-Attendant and IVR.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98