Fonolo

MARCH 2, 2021

Top Contact Center Trends 2021. Schedule Adherence. Schedule Adherence is another old but still useful measure of how well agents are turning up for work. Set a lower bar for schedule adherence, make sure everyone on the team knows what it is, and then determine why agents are missing the mark.

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

Playvox

NOVEMBER 1, 2022

According to a 2021 survey by ICMI , the top 10 metrics for employee performance in service centers are: Customer Satisfaction Agent Productivity Accuracy Average Handle Time Average Speed of Answer Quality Score Abandonment Rate Schedule Adherence Service Level Average Response Time.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Noble Systems

APRIL 14, 2021

And the ability to just log in and start working without a long commute helps eliminate lateness and can increase schedule adherence. Noble Systems Named a “2021 Remote Work Pioneer” for Cloud Contact Center and Work From Home Solutions. Happier employees translates to reduced turnover and lower hiring costs.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

3CLogic

NOVEMBER 10, 2021

Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. Go Beyond Metrics To Offer Individualized Coaching. Establish Promising Growth Opportunities.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Aspect

APRIL 5, 2021

In early 2021 we engaged Frost & Sullivan to certify our calculator so that you can be assure that the algorithms and thought processes behind this tool has been vetted by an outside firm and you can feel good about sharing the findings with in your organization.

Enterprise 62

Enterprise Schedule adherence Contact Center Consulting 62

Playvox

APRIL 19, 2023

Having visibility of scheduled tasks also allows contact center agents to prepare for upcoming work, reducing the time it takes to switch between tasks. According to a 2021 study , workers report spending 36 minutes switching between applications every day and say it takes an average of 9.5

Time management 56

Time management Contact Center Management Schedule adherence 56