Adherence
Real-Time Visibility for Contact Centers
An accurate schedule is worthless if employees do not follow the plan. An employee taking lunch early with a friend can have a big impact on customer service levels and costs.
GMT’s adherence solution provides real-time visibility into an agent’s performance so managers can help them improve. GMT adherence solution allows manager to:
- Track the activities of contact center agents in real-time
- Compare actual agent status to scheduled agent status
- View alarms when agents do not adhere to set schedules, with pre-defined thresholds
- Collect historical adherence information to support agent evaluations
