Call Center Real-Time Adherence

Submitted by Anonymous on Sun, 06/13/2010 - 14:33
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Optimized Call Center Agent Productivity

The performance of a call center depends on how well its agents follow their schedules. Call center real-time adherence tools of NICE IEX Workforce Management provide the adherence data that supervisors need to easily monitor and analyze agent activity. When agents are in adherence, managers are better able to plan and achieve their call centers’ service level goals. The result is better agent performance, lower staffing costs and happier customers.
The core functionality of NICE IEX Workforce Management allows managers to forecast business needs and schedule agents accordingly. But if agents fail to adhere to their schedules, the center falls short of its goals. NICE IEX Workforce Management real-time adherence can help.
 
Real-time adherence uses real-time data from automatic call distributors and multi-channel routers to provide up-to-the-moment agent-state information. It enables supervisors to compare agents’ scheduled activity to the activities in which they are currently engaged and ensure they keep to their schedules throughout the day.
 
The real-time adherence display combines information on agent adherence with schedules and work-state time limits, and provides an overall summary of agent work states into one intuitive screen. The application also issues real-time alerts and can generate historical reports that enable supervisors to take corrective action, either in the moment or later, during coaching sessions.
In the call center, time is money. Labor represents two-thirds or more of total operating costs of most call centers. So the ability to make the most of each and every agent hour is vital.
 
Optimize agent productivity with Real-Time Adherence. Use it to intelligently research and correct schedule deviations whether recurring or situational, coach agents toward higher productivity, reliably manage schedule adherence to meet service-level goals, and ultimately reduce operating costs.
Call center management needs reliable schedule adherence data in order to inspire top performance of its agents. NICE IEX call center Real-Time Adherence delivers:
 
  • Automatic Refresh- Updates display data as it is received, eliminating the need for manual screen refreshes.

 

  • Schedule Access- Displays an agent’s schedule for easy comparison or modification, enabling supervisors to easily enter approved schedule exceptions.

 

  • User-Defined Thresholds- Allows supervisors to set their own adherence tolerance levels and color-code displays to ensure breaches catch their attention.

 

  • Multiple Sorting Options- Automatically sorts display data by user-defined criteria so that adherence issues are displayed according to personal priority. Supervisors can also flag agents who need extra monitoring so their performance remains on-screen, independent of other sorting criteria.

 

  • Multidimensional Visibility- Enables supervisors to monitor the schedule adherence of individual teams, entire departments or combination of departments, including those at other locations, all from a single screen.