Expivia

JULY 19, 2023

Quantifying effort was relatively straightforward – it’s about showing up consistently, being open to coaching, and demonstrating commitment to improving. Meanwhile, a technical support center might value problem-solving and patience , whereas an outbound center might emphasize resilience and results.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

Pointillist

JANUARY 25, 2019

Importantly, customers show more willingness to wait on hold for technical support than for a sales transaction. If too many calls are on hold, you can coach agents to work more efficiently to reduce the call backlog. Many find an adherence rate of 80% to be a good target.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Call Center Pros

DECEMBER 17, 2018

The first step in ensuring your customer support team is set up for success during the holidays, is optimizing your scheduling and aiming to maximize agent capacity. Make sure your team understands the importance of schedule adherence during the seasonal rush.

Schedule adherence 40

Schedule adherence call center software Call Center Sales 40

Hodusoft

JUNE 7, 2024

It encompasses everything from forecasting, hiring employees, agent training and coaching, workforce scheduling, professional handling of customer contacts, and many more. It is an excellent indicator to track the agent’s performance and monitor their schedule adherence.

Best practices 52

Best practices Call Center Omni-channel support Management 52