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What is Schedule Adherence? Schedule adherence measures how closely agents follow, or “adhere to,” their scheduled activities. When an agent’s actual activities match his scheduled activities, the agent is in adherence. Why Does it Matter? Schedule adherence plays several important roles in the contact center beyond simply reinforcing the necessity for agents to be where […]
“If your forecasters were the sort of people who could precisely nail the outcomeof a random, chaotic, complex system, day in and day out, then they wouldn’t be forecasting your call centre. They would be playing the euro-millions lottery for 5 minutes every Friday and spending the rest of the time cruising the shores of […]
‘Tis the season to start thinking about next year’s vacation plan. No, I’m not talking about YOUR vacation plan (although you need to start thinking about that, too). I’m talking about the vacation plan for your contact center agents. What!?! You don’t do vacation planning at your contact center? Whoa! Then this article is coming […]
Contrary to what agents may believe, you really don’t know where they are and what they’re doing the entire time they’re supposed to be working. Every day, there is a portion of time that is truly…lost. I use the term “lost” because you cannot account for the time. People who were supposed to be handling […]