Adherence needs to be constantly monitored to ensure the maximum efficiency in your call center operation. Adherence compares the planned activity levels of agents to actual activity levels throughout the day and is directly related to when they’re scheduled to arrive and depart on a daily basis.Making sure that your agents adhere to a preset schedule allows them to serve you as effectively as possible. On the other hand lack of adherence causes overworked staff, high occupancy, reduced speed of service, and higher costs due to unproductive agents.
Monet software is a leader in the workforce management software field and the company’s upcoming webinar will seek to untangle some of the best practices surrounding adherence as it relates to running a call center.
This informative event, Six Simple Strategies for Improving Schedule Adherence in your Call Center, is scheduled for Wednesday May 11, 2011 2:00pm ET/ 11:00am PT and will focus on the hardest element of call center management: ensuring there is the right number of staff with the right skills in their seats to handle customer interactions at the right times of the day.
Join Founding Partner of The Call Center School Penny Reynolds and Monet’s CEO Chuck Ciarlo tomorrow for an informative session that should help listeners understand and combat schedule adherence.
Interested parties can register for the event and find out more information: here.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Chris DiMarco