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. Dan Smitley.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Outsource Consultants

JANUARY 27, 2025

Use AI-powered analytics to track and enhance customer interactions. How to Improve AHT: Implement knowledge management systems to provide quick answers. Use AI-driven analytics to identify bottlenecks. Utilize AI-powered speech analytics for real-time performance insights.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

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.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Noble Systems

MARCH 19, 2021

A blended system will let the same agents work on both inbound and outbound calls at the same time, managing the workflow to let incoming calls be answered and making outgoing calls to keep agents busy while they are waiting. Real-time Insights and Analytics. Workforce Management (WFM) is also a key component.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Playvox

JUNE 22, 2023

Schedule Adherence Schedule adherence is the amount of time agents work that coincides with the time period they are scheduled to work — sometimes simply called adherence. The time considered in adherence includes on-queue time, off-queue work, and activities such as meetings and training.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Hodusoft

JUNE 7, 2024

Effective call center management not only manage to control their expenses as they improve service quality but also succeed in meeting their budget allocations and negotiating favorable contracts with vendors. Quality Monitoring and Feedback “What gets measured gets managed.” “Feedback is the breakfast of champions.”

Best practices 52

Best practices Call Center Omni-channel support Management 52