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.
Call Centers are sitting on a goldmine of opportunities. Day after day, centers create enormous amounts of real-time data that...
Business Continuity Plan First and foremost, our thoughts go out to everyone impacted by the virus. Like many other businesses...