Talkdesk

MAY 12, 2020

Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Explain the importance of schedule adherence Most new hires don’t realize how significantly schedule adherence impacts the call center.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

BlueOcean

MARCH 24, 2022

With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. Today, a typical consumer wants customer service that is defined by easy access to a fast and effective resolution. But that’s shifting—and fast.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

CSM Magazine

DECEMBER 15, 2020

M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. Some customers have achieved savings in excess of 30% through accurate scheduling, while results in excess of 95% schedule adherence are commonplace. It’s an evolution of WFO to WEM.

Management 52

Management Schedule adherence Gamification At home agents 52