Employee engagement Metrics Schedule adherence 
CX Accelerator
DECEMBER 31, 2018
one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard. They feel the pressure of meeting metrics but don’t know how and when to strike a balance.
Hodusoft
OCTOBER 22, 2021
Particularly, the metric- cost per contact. Additionally, to improve employee engagement and customer satisfaction, you can employ schedule adherence and conformance metrics. Call center metrics focus entirely on average handling time or average talk time. Examine key performance indicators (KPIs).
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Monet Software
JUNE 10, 2021
Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. Look for individuals who pair low average handle times with great first call resolution metrics and stellar post-call survey results.
Calabrio
APRIL 23, 2025
Interaction recordings, quality scores, adherence metrics, customer sentimentthe list goes on. Too often, performance conversations are informed by siloed spreadsheets and lagging metrics. Supervisors know how an agent is scoring on evaluations but not whether theyre consistently adhering to their schedule.
Calabrio
MARCH 31, 2025
Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 Improved measurement: Gamification is naturally tied to metrics and measurement. trillion dollars ?
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. . Globally, a 2022 Gallup report shows that only 21% of employees are engaged in their work, with about 35% of the U.S. Investing in technology that supports engagement.
Calabrio
MARCH 22, 2025
Add flexibility with self-scheduling Empower agents with the ability to manage their schedules, promoting better work-life balance and increasing job satisfaction. To foster a healthy, engaged culture, prioritize open communication, provide regular feedback and recognition, and offer opportunities for professional development.
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