call center workforce Education Schedule adherence 
Global Response
DECEMBER 2, 2022
The percentage of time a Brand Specialist is logged in and available to accept incoming calls, email, chat, social media and SMS inquiries or other tasks versus the time that they are logged in and idle, waiting for the next interaction. Educate everyone on KPIs, including new employees. Also known as utilization.
Calabrio
MARCH 22, 2025
Set clear expectations for performance and development, educate agents about both your offerings and your broader vision, and establish open lines of communication in the process. Leverage advanced forecasting and scheduling tools Meeting customer demand with optimal efficiency is both art and science.
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