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Work Environment

Feb 16, 2016 |

Agent Satisfaction, Agent Voices, Utilization, Work Environment, Average Speed of Answer

Perceptions of work environment are important factors. The topics that make up this category are often the “buzz” of call center talk, and are easy to bring up with agents in casual conversations.
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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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