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Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
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This score provides an overall view on the performance delivered, the level of customer service and includes variables such as ease-of-access, waittimes and more. Calibration is key when measuring quality to ensure any suggestion of bias is removed. It is measured as a percentage of scheduledtime on the phone.
Scheduleadherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. This results in long waittimes and abandoned conversations. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO.
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