Scott Zaleski

Posts by Scott Zaleski

Scott has a Mastery Certification for Workforce Management from The Call Center School. He has taught and managed people in 4 different countries and has a wealth of experience in different cultures and communication styles. He is currently dedicating his time to helping contact centers run more efficiently through the implementation of various workforce management strategies and tools. Follow him on LinkedIn.

How to use psychology to increase schedule adherence

Scott Zaleski Workforce Management Oct 09, 2017 13 min read

Before encouraging staff to adhere to a schedule it is important to have an adherence goal.  This will be different for every contact center.  Variables such as average handle time and average commute to work will play a factor in determining your adherence goal.  Once you have a goal in mind, this paper will help you get the results you want.

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