What Is Schedule Adherence in the Contact Center?

What is adherence in the contact center?When contact center agents stick to the schedule they’ve been assigned – that is, for example, they take breaks for only as long as permitted and come back from lunch on time – they are adhering to their schedule. Lack of schedule adherence is a problem in many contact centers, since agents do not always return from scheduled breaks, meetings or lunch in a timely manner.

The WorkFlex system can substantially improve schedule adherence. WorkFlex integrates with Automated Call Distribution (ACD) systems and can be configured to send real-time alerts to agents based on when they are logged into the system.

To learn more about how WorkFlex helps contact centers with schedule adherence, read the Firstsource Solutions case study.


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