Schedule Adherence | Managing Metrics

Schedule adherence is a key efficiency metric for contact centers. It is important for managers to understand how it is calculated and the impact it has on center efficiency. Adherence measures the percentage of time agents are actually following the schedules they have been given - - both at the individual employee level and at the center level.
This video is part of BenchmarkPortal's Managing Metrics series, designed to inform managers and give them the tools to optimize their center's performance. We hope you enjoy and benefit from this video - - as well as all of the free offerings found in our Learning Channel.

It would be helpful to also watch parts one through six on agent soft skills that will round out and improve your soft skills techniques:

Soft Skills Part One – Effective Communication:    • 7 Tips for Effective Communication | ...  
Soft Skills Part Two – Empathy:    • 5 Tips for Expressing Empathy Over th...  
Soft Skills Part Three – Handling Angry Customers:    • Handling Angry Callers | Online Call ...  
Soft Skills Part Four – Tone of Voice:    • Tone of Voice |  Online Call Center A...  
Soft Skills Part Five – Active Listening:    • 8 Steps to Improving Active Listening...  
Soft Skills Part Six - Effective Questioning:    • Effective Questioning | Online Call C...  
Soft Skills Part Seven - Team Player :    • How to be a Great Team Player | Onlin...  

We also have some awesome online on-demand training programs that are chock full of helpful and useful information that will improve your professional skills. To find the right training program that’s right for you: https://www.benchmarkportal.com/conta...

Benchmark Portal has helped thousands of individuals and organizations around the world to improve their performance through professional certification programs, in-person and online training courses, as well as contact center benchmarking and consulting services that tell your organization where you stand in relationship to your industry peers and top performing contact centers around the globe.

For more information on BenchmarkPortal’s services go to: https://www.benchmarkportal.com/