Adherence in a given workforce is the measurement of how effectively employees are managing time and following their schedule. As one of the most important key performance indicators (KPIs) within the customer-service industry, not making strategic decisions about adherence – or not making the right ones – can lead to decreased operational efficiency and employee dissatisfaction.
Join our on-demand session as Dave Hoekstra, WFM Evangelist for Calabrio, discusses the importance of employee schedule adherence and to find out:
- How to create a solid adherence policy for your workforce
- How to set realistic goals for agent adherence
- How to manage adherence and policy issues with employees
- The impact your policy carries in meeting goals and employee morale
About the Speakers
Dave Hoekstra
WFM Evangelist
Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.
