Demo Metrics Schedule adherence 
Playvox
JULY 6, 2022
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? Use Real-Time Monitoring.
Playvox
MAY 24, 2023
For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Let’s break down these three key metrics.
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Playvox
JUNE 22, 2023
Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.
Customer Service Life
FEBRUARY 28, 2023
I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in the whole selling process. During the course of the demo, they show you all of the bells and whistles of the platform before eventually landing on the reporting capabilities.
Playvox
JANUARY 11, 2024
Instead, WFM software allows you to easily produce reports with drill-down functionality that provide real-time insight into key call center measures for center-wide optimization: punctuality, adherence, occupancy, service levels, workstreams and tasks, forecast accuracy, and more. Schedule a demo of Playvox’s Workforce Management.
Playvox
JULY 14, 2023
It’s key to understand the complexities of these metrics to know if they are leading to improved satisfaction or if customers are left feeling rushed and problems are left unresolved. Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics.
Playvox
NOVEMBER 15, 2022
For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . All of these have a significant impact on an organization and the bottom line, but you can find savings through schedule optimization. Focusing on values and seeking feedback.
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