Contact Center Staffing: Absenteeism and Adherence

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Member: $249 (USD) | Non-Member: $299 (USD)

Course Description

You've forecasted, determined base staff, put together schedules and still you can''t seem to reach service level consistently. Contact center agent absenteeism and poor adherence to schedule are often the culprits that keep customers holding despite solid planning processes. Attend this course and develop a more effective way of keeping agents available.

Learn about attendance policies that have worked for your peers
Discover creative ways to schedule non-phone activities to maximize time on the phones
Understand how to educate agents to increase their adherence to schedule
Gain understanding of where the time is going
Set realistic goals and expectations

Course Topics Include

Course Materials

Printable Slides Presentation
Industry Articles
Handouts

The Power of One

Who should attend

This course is appropriate for team leaders, supervisors and managers who supervise agents or set policies for their attendance and adherence to schedule.

Course Length

This course is delivered in a two hour session. Purchasing this course on-demand will give you access to the recording for 72 hours.

Pricing

Pricing is for one computer connection and one telephone connection per session.

Cancellation Policy

Full payment is required prior to attendance. In rare instances, a course will be rescheduled or postponed. ICMI will provide 2 days notice. You may receive a full refund, or take a credit toward another ICMI course. Participants cancelling their registration with less than 2 days notice will pay the full course rate. No shows will pay full course rates.