Contact Center Schedule Adherence

Revisiting Contact Center Schedule Adherence

When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a member of a workforce management team (WMT). That’s because all...
Absenteeism in the Contact Center

Absenteeism Is a Pain

Absenteeism is a pain, we all know that. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center. Everyone is looking for a silver bullet to stop absenteeism....
promoting a culture of attendance

Showing Up: Understanding & Improving Attendance

Consider for a moment how much you invest in your agents. Salary and benefit costs are obvious. But don’t forget recruiting, hiring and training. And hardware, software and support costs for desktops and phone...
The Ugly Truth About Customer Service Agent Occupancy in the Call Center

Punctuality Is the Soul of Business

I found this idiom online at The Free Dictionary. The expression was coined by Canadian politician Thomas Chandler Haliburton, and its definition is pretty straightforward: “You should be on time for all your business...
Contact Center Pipeline Blog