Remove Coaching Remove Schedule adherence Remove Training
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Declaring Victory in the War on Contact Center Agent Performance

CX Global Media

When you’re referring to agent performance, that can be referenced in numerous and very different categories – attendance, absenteeism, call metrics, sales metrics, customer satisfaction metrics, schedule adherence, utilization, customer satisfaction, tickets closed, first contact resolution, and so much more. Spoils of War.

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Building Your Best Culture in 2019

CX Accelerator

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

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3 Easy Ways To Improve Schedule Adherence

Playvox

But how well your agents follow their schedules is an important metric to manage in your contact center — one called schedule adherence. Related Article: 5 WFM Scheduling Tips to Make the Most of Your Agents. What Is The Schedule Adherence Definition In A Contact Center?

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12 Call Center Best Practices You Need to Be Doing Right Now

Callminer

In essence, this structured interview process allows a group of candidates to work through tasks and assessments; it also gives those in charge of hiring the opportunity to select the best performers in the group and train them together to become new call center agents. Train Your Agents Effectively. Avoid Negative Language.

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How to Take Your WFM to the Next Level

Call Design

Or we could focus on “right time”, concentrating on our forecast accuracy and schedule adherence. We define our agents as “top producers” or “needs coaching”. We can better define the interactions as they come into our contact centre and route them appropriately. Clearly this leaves one last thing to focus on “the right agent”.

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10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

They help team leaders and managers understand where more training and development is needed for staff members and highlight those that are doing well and deserve a reward. Even if it is not set as a KPI, management can use it to coach and train staff to improve the way they handle contacts to get better results.

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Contact center coaching and development: Plan it, schedule it, do it!

Robert Davis

In the contact center, we expect our most important resources to follow a schedule, and we measure their schedule adherence. Start at 8am, go to break from 10-10:15am, go to lunch from 12-12:45pm, attend training from 2-3 pm, go to break from 3-3:15pm, and go home at 4:45pm. So what about the supervisor’s schedule?