Tenfold - Contact Center Blog

JULY 9, 2018

According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. 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 Schedule adherence Abandon Call 78

Monet Software

DECEMBER 21, 2018

It’s always nice to open a new year with industry recognition: our Workforce Optimization solution Monet WFO received the 2017 Cloud Computing Excellence Award from TMC. In April, Monet received a 2017 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC. Another award so soon?

Schedule adherence 48

Schedule adherence contact center solutions Contact Center Best practices 48

COPC

APRIL 6, 2018

Many call center metrics focus on platform efficiencies like speed of answer, handle time, schedule adherence, etc. According to results from the recently released 2017 CXMB Series Corporate Edition report, more than a quarter of all consumer interactions occur outside of Traditional Care solutions like phone, in-person and email.

Metrics 40

Metrics Schedule adherence Multichannel Benchmark 40