Callminer

JANUARY 18, 2021

Schedule adherence and after call work management are part of the overall performance management processes. Procedures also document guidelines for notifying managers and leaders or creating action plans if performance falls below a certain level.”

Best practices 226

Best practices Call Center Contact Center Scripts 226

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

3CLogic

NOVEMBER 10, 2021

Effective training programs require more than thorough documentation as well. Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

NICE inContact

NOVEMBER 28, 2018

Assume you can make a 15% improvement to average handle time, first call resolution, self-service rate and schedule adherence. min, 74% FCR, 80% Schedule Adherence and a 15% Self-service rate — plus too many other variables to document here. Current AHT is 9.65

Contact Center 48

Contact Center Schedule adherence Average Handle Time First call resolution 48

Outsource Consultants

JANUARY 24, 2025

insurance company used AI analytics to modify its Explanation of Benefits (EOB) documents, significantly improving customer understanding and satisfaction. For example, a U.S. Explore how AI is transforming customer service with cutting-edge analytics.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Calabrio

APRIL 11, 2025

Call Handling Procedures: Standard greetings/closings, call flow guidelines, escalation paths, documentation standards. Knowledge Base Navigation: Quickly finding accurate information to assist customers. Omnichannel Service: If applicable, training on managing interactions consistently across multiple channels (e.g.,

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Customer Service Life

FEBRUARY 28, 2023

In this case, supporting metrics like average handle time and schedule adherence are managed to optimize the time spent with customers. Here are some of our favorite questions to ask in this vein: How can we better document solutions to common issues in our internal knowledge base and train team members to find those issues?

Contact Center 84

Contact Center Metrics Schedule adherence Average Handle Time 84