Schedule adherence alerts – do you get status alerts in real-time?
Schedule adherence tracking and monitoring is important, tracking in real-time is even more important. But, do you get alerts if agents or teams are our of adherence or have a different status than what they should be in? Getting notification in real-time allows you to make changes that have an immediate impact on the call center performance. The faster you can react, the easier it is to achieve and maintain your targeted service level. Wouldn’t it be great to get status alerts based on the various activities and exceptions you have set up? Wouldn’t it be nice to define custom states and exceptions that are aligned with your unique call center requirements? Wouldn’t it be nice to get either pop-ups, email or text message alerts based on thresholds you set up?
[more]There are many scenarios and use cases for an adherence status alert system as you can images, here are just a few examples: Agents not adhering to schedule: There could be various reasons for out-of-adherence and an alert can help call center managers and supervisors to find out how to improve the situation. Agents return late from break or lunch: If this happens often, it might have a big impact on your service level. An alert will help solve that problem and establish more discipline. Call duration is too long: If a supervisor or subject matter expert is needed when calls exceed a certain threshold, Monet can alert that person to assist on the call. Agents forgot to log out: A frequent issue that can occur if agents must manually log out at the end of their shift. This alert will tell the supervisor that an agent has forgotten to log out of the ACD so they can take action. If you are interested in learning more about adherence status alerts, please contact us and we are happy to provide you more information and show you a demonstration.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is