Present and Accountable: Paving the Way for Agent Adherence
A key agent-level metric in any contact center is Adherence to Schedule – also known simply as “adherence” or, in […]
28
Aug
9
Aug
Pros and Cons of Performance-Based Scheduling
In a previous post, we discussed several key decision points to consider when evaluating a migration to performance-based scheduling. As […]
2
Aug
7 Habits of Highly Effective Contact Center Managers
The late Stephen Covey wrote one of the most influential business management books of all time. The idea of intentional […]
30
Jul
Points to Consider Before Implementing Performance-Based Scheduling
Most call centers use one of three criteria for schedule selection: seniority, rotation, or performance (or some combination of these). […]
23
Jul
Contact Center Workforce Management: Not an Option for Businesses Looking to Delight Customers
When was the last time you called a contact center seeking help with an issue, and you were quickly connected […]
29
May
The Workforce Management Overstaffing Problem
In an ideal world, contact center workforce management (WFM) solutions would generate accurate forecasts and schedules to identify the exact […]