A beginner’s guide to adherence management
All contact centre managers are familiar with the more commonplace methods of measuring performance across a contact centre such as average handling time (AHT), first-call resolution, percentage of calls abandoned, etc.
So, how can we manage to get more performance from our agents?
A new metric to add to the armoury is adherence. Andy Turner provides some pointers about how to get your employees to stick to their schedules. (more…)




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