Schedule Adherence

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...

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....

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...

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...