Schedule Adherence & Conformance, Part III: Target Setting & Implementation

In Part I: Introduction & Definitions, we established an understanding of metrics used in the contact center that assess actual fulfilment of the best-laid plans of forecasting and scheduling; in Part II: Impacts to the Contact Center, we discussed the importance of adherence and conformance in very basic terms--how much money do I stand to lose without measuring adherence and conformance?

This final instalment suggests ways to set targets appropriately, and provides some ideas as to how to implement new adherence and conformance accountabilities for your organization without alienating employees or operations management personnel.