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Real-time adherence (RTA) is a call center workforce management process that allows managers to monitor and track agent adherence to their schedules in real time. This means that managers can view agent activity and performance metrics as they’re happening, and make adjustments as needed to ensure agents are meeting service-level goals.
RTA is a critical component of call center workforce management because it allows managers to quickly identify and address issues that could impact service levels. For example, if an agent isn’t adhering to their schedule, managers can quickly intervene and make adjustments to ensure customer interactions are still being handled efficiently and effectively.
To effectively implement RTA, call center managers must have access to real-time data on agent schedules, as well as tools for monitoring agent adherence and activity. This could include software systems that track agent log-in and log-out times, as well as metrics, such as average handle time, call volume and customer satisfaction.
In addition to monitoring and managing agent adherence, organizations can also use RTA to identify trends and patterns in call center performance, and to optimize staffing levels and resource allocation. By using real-time data to inform decision-making, call center managers can ensure their operations are running efficiently and effectively, and that customer service levels are being maintained at all times.
Overall, real-time adherence is a critical component of call center workforce management, enabling managers to monitor and adjust agent schedules and activities in real time to ensure service-level goals are being met and customer satisfaction is being maintained.
Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
