The Importance of Tracking Schedule Adherence
You know the importance of schedule adherence. And you know that determining whether your contact center is in adherence requires some effort in tracking – which can be made much easier by a workforce management (WFM) solution.
But here is something you may not know – all WFM solutions are not created equal when it comes to tracking schedule adherence.
If you are going to achieve your goals in service levels, productivity and cost management, your adherence tracking system must be comprehensive. That means every activity that goes into a schedule, even non-call activities, must be tracked regarding adherence.
Some WFM offerings can’t do that. They lack the flexibility to track different agent activity types classified usually by “customer states.” They won’t allow you to program custom thresholds and variances designed to meet the specific needs of your call center.
After-word activities? Outbound preparation? Unavoidable at contact centers, and often a cause of adherence issues. But with some workforce management solutions, you won’t be able to monitor them.
With Monet WFM you can monitor adherence in real-time on a dashboard that lets you know immediately if you are in or out of adherence. Our solution supports customizable adherence tracking, resulting in a new level of accuracy in managing performance.
Want to see how it works?
And for more tips on how to boost schedule adherence at your contact center, download our free whitepaper: Strategies for Improving Adherence
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