You can improve agent adherence!
Are your workforce/resource management investments in the contact center paying off? Recent ICMI research shows a marked increase in contact centers’ investments in workforce management personnel and systems over the past two years. However, we also see the persistence of a common problem – agent adherence – that diminishes the value of these investments. This whitepaper discusses how to get call center agents to buy into schedule adherence. It also highlights the appropriate role of technology in solving the problem. The whitepaper closes with a look at how decisions at the management and executive level may be keeping contact center agents from being where they should be when they should be there.
This whitepaper from ICMI challenges call center executives and managers to take a different approach to the problem of agent adherence and offers solutions on how to:
- Get quick wins with proven tactics that increase agent commitment
- See how workforce management technology fits into the equation
- Identify management processes that can improve adherence
Download this vital ICMI Whitepaper today and receive a complimentary Adherence Calculator!
About Our Sponsor
This whitepaper and the underpinning research were made possible by the underwriting support of Pipkins Inc. ICMI research sponsors do not have access to research participant information, including individual survey responses.
TAGS:
Adherence to schedule, WFM Tools, Workforce Management Programs, Scheduling
