Tenfold - Contact Center Blog

JULY 9, 2018

A 2016 survey by Call Center Helper shared that 62.7% To improve AHT, quality training and customized coaching should be done. Agent Schedule Adherence & Agent Attrition Rate. Agent Schedule Adherence is used to find out whether agents are working efficiently within their set schedule.

Metrics 78

Metrics Call Center Abandon Call Schedule adherence 78

Noble Systems

JUNE 27, 2019

It analyzes both live calls and call recordings to prompt agents, spot trends, identify reasons for customer calls, improve quality, measure script adherence and discover training and coaching needs. Although it may not happen next year, technology is moving in that direction.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Contact Center Geek

MARCH 22, 2019

She is lauded for having the lowest Average Handle Time, highest Call Quality scores, and highest Schedule Adherence. Every manager knows they need to coach their employees, but few will agree on the best way to do it, or even, what “coaching” means. This is a common practice in many contact centers.

Management 48

Management Coaching Contact Center Schedule adherence 48