How much importance are your agents placing on Average Handle Time and After Call Work metrics? Is it producing the results you’re looking for?
During the latter part of my consulting days, I worked on a Workforce Optimization Planning project designed to empower the agents of an already world-class center to “be the best.” Part of the client’s initial vision was to provide as many stats to the desktop as possible so agents could self-manage. They figured that if agents had all the data then they would be empowered to deliver even more exceptional customer service.
One of the [...]