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.
Intradiem recently launched “Forefront of Automation: Workforce Heroes,” a new podcast series on the challenges and success stories of contact...
In 2020 BP (Before Pandemic), contact center agents typically spent their days navigating between upset customers and harried supervisors. Stress...