Welcome to the Operations Management subject.
Operations Management is in the Performance category. - View all
Long calls present problems around managing service level. There is no definition of a long call but lets say, 10+ minutes. The longer the call… View
Contact centres that rely on agent calls per hour as a key metric come under fire as it doesn't provide a good comparison for agents. Over … View
The Back-Office Staff Optimization Opportunity Contact centers and back-office departments are two of the most people-intensive functions in en… View
The 15th Year of the Global Benchmarking report View
If your operations are comparable to those of the typical multi-channel contact center, you’re currently spending 60 to 70 percent of your bu… View
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