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.
Constant competitive pressure means that most companies are either engaged in or planning a business transformation program at any given...
Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating HR and Operations staff...