3 steps for balancing service levels and off-line work
Sporty Jones, Workforce Management/Business Analyst for Independence Blue Cross Blue Shield, discusses the struggles of meeting performance goals for both telephone and off-line activities.
Sporty Jones, Workforce Management/Business Analyst for Independence Blue Cross Blue Shield, discusses the struggles of meeting performance goals for both telephone and off-line activities.
Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer...
The customer service metrics that matter most to a contact center depend on the organization's specific goals and objectives. However,...