Shrinkage is one of the most important components for developing a staff plan in a contact center. Next to volume and handle time, it has the largest impact on your overall staffing requirements. However, you need to spend some time on this critical metric if you want to get it right. Here’s how.
Real time adherence is a critical part of managing a contact center. You have to ensure your agents are on the phones as scheduled. After all, your plan depends on it. But what adherence target is reasonable? How do you set a realistic adherence goal that agents can actually achieve?
Does your contact center have a robust Service Level Agreement? If not, here is your chance to introduce one. Service Level Agreements are a tried and tested tool to improve alignment, productivity and service quality in contact centers.
In this blogpost you’ll learn how to set up a solid Service Level Agreement (SLA) that your contact center will truly benefit from.
In this article, we’ll review best in class practices for achieving service level by adjusting the number of available agents (supply) and the amount of incoming workload (demand).
Busy times like the holiday season are a critical time of year for contact centers. One mistake can have devastating effects on service levels and ultimately on your customer experience. In this article you’ll learn which mistakes to avoid if you want to achieve your service level.