Objectives
The 'bad' call centre reports, one way or another, indicate the 'big brother' syndrome developing in call centres. High stres… View
Role Conflict: Call handlers may experience work-related stress if they do not feel that the target time for a call allows them to answer all a… View
Quantitative and Qualititative aspects of monitoring View
Occupancy is also sometimes referred to as utilisation View
Do you set or measure occupancy levels? If not, why not? 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
'Ready' puts us in the right behavioural modes of work (being Available to take calls + Talking to callers) to improve efficiency and maxim… View
The following is your team report for last week for George & Pat, advisors with 2 years experience. View
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