We are very excited that our special guest speaker and industry expert, Penny Reynolds from the The Call Center School, will share with you proven practices on schedule adherence.
What attendees will learn?
- Quantify the cost and service implications of missing staff
- Identify ways to communicate and educate staff on the “power of one” in call center staffing.
- Describe options for setting adherence performance goals and selling to the staff
- Identify the reasons why staff don't adhere to the schedule plan
- Identify reward and consequence programs that support adherence goals