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Understanding Schedule Exceptions


So much energy goes into creating a daily plan for meeting contact center or back office objectives only to be wasted when the plan is not followed or effectively managed once the day arrives. Monitoring and coaching schedule adherence and conformance results on a daily basis reinforces with agents the importance of following their portion of the plan. The same is reinforced with supervisors when you establish processes to ensure the timely submission of unplanned exceptions. The art of managing an efficient and cost-effective contact center and back office is ensuring that often much as possible, all goes according to plan.