Work Schedules
Feb 9, 2016 |
Adherence, Abandon Rate, Agent Voices, Occupancy, Utilization, Scheduling
This category takes a close look at agents’ perceptions regarding the scheduling function - - its fairness and its ability to facilitate a balance between work and personal life. It also addresses senior management’s effectiveness in ensuring that required ...
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Reducing Abandon Rate
Mar 17, 2014 |
Call abandonment is often considered as a lower-level metric, and thus people do not focus on the implications of abandoned calls to the organization, which include staffing issues (too few agents indicates that staffing levels are not in alignment with ...
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