Welcome to the Poor Performance subject, the available knowlege bank articles are displayed below.
Sickness Management View
What happens when it is not going right? Yes, you start to count your heads! As long as you are in control of your variables and can understand… 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
To enable your call centre to achieve maximum efficiency, the deployment of Work Activity Modes (WAMs) is essential. If you come across a poor … View
Often poor performing contact centres appear to be over-occupied, hence have little available time. 'Ready' puts us in the right behavi… View
As the name suggests these are calls of short duration. Short calls can be created by callers hanging-up or by agents ending calls premat… View
The following is your team report for last week for George & Pat, advisors with 2 years experience. View
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