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.
First and foremost, our thoughts go out to everyone impacted by the virus. Like many other businesses – we have shifted to a “work-from home”...
With some of the latest call center technology talk focused on workforce automation, Artificial Intelligence (AI), and chatbots–often eliminating the...