Thursday, November 8, 2012

How to improve schedule adherence and get it to the next level

How to improve schedule adherence in your contact center
Even with schedule adherence tracking in place, one remaining challenge is often the fact that agents can have so many different non-call tasks, exceptions and states that standard WFM solution are not able to plan for and monitor. That's where Advanced Schedule Adherence comes in. It enables supervisors and call center managers to create custom states and rules to match their unique center needs. Here are a few examples:
  1. Create custom states for call wrap-up, special after call work, outbound preparation and other activities
  2. Establish thresholds for each state that indicate how much time is considered “in adherence”.
  3. Define which states are included or not included in the agent adherence calculation
Exceptions and non-call activities can be considered “scheduled activities,” along with available, break, lunch, and logged out states. Call center managers can customize which statuses are allowed and not allowed for each scheduled activity. Since every call center has unique agent activity types, this flexible approach to agent adherence monitoring gives centers a new level of accuracy in managing call center performance, while also providing more transparency and clarity to both, agents and supervisors. To learn more about this, please also download the Strategies for Improved Agent Adherence whitepaper from our resources library.