operational efficiency

Schedule Adherence: What Is It and Why Does It Matter?

Schedule Adherence: What Is It and Why Does It Matter?

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 […]

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The REAL ROI of a Workforce Management Investment

The REAL ROI of a Workforce Management Investment

The REAL ROI of a Workforce Management system investment is not within the software. It’s what the software enables you to DO with it that counts. Despite the obvious economic challenges of our time, contact centers continue to invest in Workforce Management technology. Why? Because any technology that directly impacts your business’s most costly resource […]

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WISE READ- Lifehacker: The Guide to Working Smarter, Faster and Better

WISE READ- Lifehacker: The Guide to Working Smarter, Faster and Better

Whether you consider yourself to be high-tech, low-tech or no-tech, this book is guaranteed to teach you something you didn’t know about how to more effectively use your tools and, ultimately, your time. One would think that those of us who make a living focusing on the productivity of others would be experts when it […]

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Want to Reduce AHT? Focus on the Metrics Inside

Want to Reduce AHT? Focus on the Metrics Inside

Apart from shrinkage and necessary overhead, there are three key things that drive staffing costs at our contact centers: service level objectives, call volumes and average handling times. If we attempt to reduce our service level goals and are told “it is what it is” (see related blog post here), we’re left with either reducing […]

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