Category Archive for ‘Service Levels’

WFM in lockdown

As we all navigate through life in a different way in 2020, if you work in WFM it’s also a strange and unique time, let’s say it’s an opportunity for… read more →

QPC AdminAdherence, agent coaching, Agent Engagement, agent performance, agent stress levels, agent training, Best Practices, Best Practices / Metrics, Call Center, call center capacity planning, Call Center Scheduling Software, Call Center Software, Call Center Solutions, call center training, Coaching and Training, collaboration, Contact Center, Contact Center Software, Contact Center Solutions, Culture, QPC Consulting, Service Levels, Strategic Planning, WFM

Adherence – from a strategic & employee perspective

I recently gave a webinar entitled: “Adherence from a strategic and employee perspective.” Adherence is one of the most important KPIs (Key Performance Indicators) of the customer-service industry. My aim… read more →

QPC AdminNo CommentsAdherence, adherence objectives, agent stress levels, Analysis, Coaching and Training, customer service, Efficiency, occupancy, Scheduling, Service Levels, shrinkage, sub-optimization, WFM Process

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