Posts in category Intraday Management

Your Adherence Goal Might Harm Your Contact Center

Charles Watson Intraday Management Mar 21, 2019 8 min read

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?

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