Managing Schedule Adherence: Creating an In-Place and On-Time Culture
Tuesday Nov 1, 12:00 PM – 1:00 PM EDT — RECORDING
An accurate forecast and perfectly constructed schedules don’t mean much
if the frontline staff are not following the plan. In this session, you will
learn various measures of how to measure adherence and quantify the problem of
schedule non-adherence.
See how common principles of performance management
can be applied to identify reasons for non-adherence and what you can do to
change adherence behaviors. Hear how some centers have created an adherence
culture that works
Presenter:
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Penny Reynolds, Founding Partner, The Call Center School
Penny develops and teaches courses on a wide variety of call center topics and speaks at many industry conferences and association meetings. Before founding The Call Center School, she was the senior trainer/developer for Contact Center University (CCU) delivering educational seminars in the areas of workforce management, recruiting/hiring/training, call center mathematics, traffic engineering, performance measurement and management, call center technologies, and staff retention.
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