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For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track scheduleadherence. . Working efficiently becomes even more important when costs are rising, agents are hard to hire, and customer service expectations are higher than ever before.
In addition to automating scheduling using factors such as work rules, availability and SLAs, WFM can send reminder messages about shifts, breaks, training and meetings to agents to improve scheduleadherence. Self-service options. Robust APIs for integration.
Scheduleadherence. Call center scheduleadherence is a percentage measure of how well agents stick to their schedules. High adherence rates demonstrate that people are working when they are supposed to, which keeps queue times down and helps to split traffic between agents. Technology.
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