Out of Hours (OOH)

Welcome to the Out of Hours (OOH) subject.

Out of Hours (OOH) is in the Workforce Optimisation (WFO) category. - View all

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First Contact Resolution (FCR) Levels and Skills Based Routing (SBR)

Whilst there is always a clear desire to match the call subject matter with the appropriately skilled agent, this is not always possible, resulting… View

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