CSM Magazine

NOVEMBER 28, 2017

Whether it’s called real-time or intraday management, real-time is back on the contact centre agenda with a vengeance. However, with unexpected changes in call volumes and high levels of absenteeism, the engine room of many organisations’ sales and customer service operations, are notoriously difficult to manage.

Schedule adherence 40

Schedule adherence Engineering Service level Coaching 40

Serenova

AUGUST 25, 2020

Regardless of role or department, maximizing productivity and impact begins with ensuring the right people are working on the right tasks at the right time, based on the priorities of the business. Supports schedule compliance. Schedule adherence assesses how closely a contact center agent follows their scheduled activities.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Hodusoft

JUNE 7, 2024

But managing its day-to-day operations has become tougher as contemporary call center managers have to cope with several challenges including post-covid work scenarios, high attrition rate, increasing competition, and more. This metric gives a detailed analysis of the utilized time by the agents across their shifts.

Best practices 52

Best practices Call Center Omni-channel support Management 52