Belongingness
Feb 23, 2016 |
Agent Turnover, Aux Time, Hiring, Agent Voices, Span of Control, Belonging
Contact center agents are, generally speaking, “people people” who like to interact both with customers and with their colleagues.
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Aux Time: What Should It Be Used For?
Apr 27, 2015 |
Auxiliary time (or AUX) is an agent state (when logged into an ACD system), that is used to make an agent unavailable for incoming distributed calls. Its basic purpose is to manage the workload of non-call activities. It is important in managing service ...
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