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.
Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating HR and Operations staff...
Financial firms generate profits by borrowing short-term cash cheaply and lending or investing it for higher, long-term returns. A steeper...