Talkdesk

MAY 12, 2020

Explain the importance of schedule adherence Most new hires don’t realize how significantly schedule adherence impacts the call center. Make sure your at-home agents are aware by explaining the impact that schedule adherence has on key performance indicators (KPIs) like service level.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

Callminer

JANUARY 18, 2021

Encourage agents to cheer up callers with more flexible scripting. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. Minimise language barriers with better hires.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Callminer

APRIL 24, 2020

The metrics you should prioritize are those which measure service level, call resolution, average handle time, agent schedule adherence, call abandonment, average hold time, and call abandonment. Agents should also be involved in the creation of call scripts – it is the agents, after all, who are closest to the customer.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Calabrio

FEBRUARY 25, 2025

Here are some of the things theyve had to say: The support staff has been less than stellar The training provided to support the back end such as script building and maintenance wasn’t sufficient. It emphasizes automation and efficiency, providing tools for automated scheduling, adherence monitoring, and performance tracking.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Outsource Consultants

JANUARY 24, 2025

Agent Evaluation Scorecards Agent evaluation scorecards assess customer interactions based on key criteria such as: Adherence to scripts and compliance guidelines. Learn more about key contact center metrics to enhance performance tracking. Problem-solving skills and issue resolution. Customer rapport and engagement.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Monet Software

DECEMBER 28, 2017

Agent Training Training should begin with learning the contact center script and understanding contact center procedures – but it shouldn’t stop there. It’s an important goal and there are two ways to achieve it: consistent agent training, and workforce management software.

Contact Center 48

Contact Center Schedule adherence Scripts Management 48

Noble Systems

SEPTEMBER 29, 2020

Workforce Management – WFM includes robust forecasting and staffing management that let you create schedules that put the right resources in the right place at the time, and then tracks schedule adherence so you can make adjustments to meet service level goals.

Management 86

Management Gamification Quality management Schedule adherence 86