Adherence to Schedule Tips

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1. Educate each person on how much impact he or …

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Offer More Consistent Customer Service with Accurate Workload Forecasts

Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations you need, even how many snacks are in the cafeteria. You get the idea. In a recent LinkedIn Learning course …

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The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process

Effective planning is a central theme in the best contact centers. A major objective of good planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things. But systematic planning accomplishes more than that. It also improves communication and culture in the following ways: Creating a body of …

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Forecasting the Customer Contact Workload

Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations you need, even how many snacks are in the cafeteria. Do you understand the three components of workload and what …

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Caution: Don’t View Contact Center Performance Measures in Isolation

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication. However, if errors and rework, or contacts not completely resolved in other channels are edging up, cost per contact will naturally decrease …

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5 Secrets to Better Scheduling Results

The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential. Fortunately, scheduling is a process that can be learned and continuously improved. You get better at it with practice! We’ve …

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