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. Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Callminer

JANUARY 18, 2021

“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. Let your operations team handle real-time management. The team leader has to manage the overall performance of the agent.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Call Design

SEPTEMBER 2, 2021

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” Or we could focus on “right time”, concentrating on our forecast accuracy and schedule adherence.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Outsource Consultants

JANUARY 27, 2025

Utilize AI-powered speech analytics for real-time performance insights. Adherence to Schedule Schedule adherence measures whether or not call center agents adhere to their assigned schedules and meet the required work hours. Train agents on efficient time management techniques.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Playvox

FEBRUARY 20, 2024

It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes. Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option.

Management 88

Management Gamification Calibration Quality management 88

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Playvox

JANUARY 25, 2024

Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. This results in long wait times and abandoned conversations. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77