Executive Summary

Many of today’s workforce management teams spend their days putting out fires because people are not where they are supposed to be. When the day is done, they often face stacks of after-the-fact exceptions that must be entered into the workforce management system in order for adherence scores to “look” good. But a good adherence score cannot hide missed service levels, customer dissatisfaction and lost agent productivity.

Read this paper to:

  • Understand the real purpose of schedule adherence
  • Uncover issues associated with 7 common adherence practices and get practical tips for how to make them better
  • Learn how to determine appropriate schedule adherence goals for your contact center

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  • Paper Sponsored by: NICE Systems