If you are implementing schedule adherence metrics, reading this groundbreaking article is a must. Schedule adherence may be necessary to provide customers the experience they desire, but it must feel "humane" to the agents who have every minute of their workday scheduled.

Working under schedule adherence can seem like operating under the watchful eye of "big brother"-the fictional, dreaded, intrusive, vigilant entity that sees whatever you do and is ready to "report" you to the powers-that-be the minute you slip up.

Kathryn Jackson recommends that you use schedule adherence as part of a comprehensive measurement system-a big picture. Agents learn how sticking to a schedule is something they must do for the overall satisfaction of the customer and the ultimate success of the company.