TITLE

Time Accounting In The Contact Center

AUTHOR(S)
Mitchell, Ike
PUB. DATE
July 2004
SOURCE
Business Communications Review;Jul2004, Vol. 34 Issue 7, p44
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
Command and control is, perhaps, the most fundamental set of processes in the contact center. Without an accurate, mathematical description of the work that goes on in the contact center, a manager will always have difficulty justifying and obtaining the resources he or she needs. The time accounting problem starts right off with inconsistent procedures on logging into and out of the automated call distribution (ACD). The after call work (ACW) button is the most misunderstood of all workstates. In fact, some ACDs don't even have such a workstate button. Workforce management packages perform several functions in the contact center: metric forecasting, particularly call volume; staffing and scheduling and shrinkage management. The advent of customer relationship management (CRM) packages has introduced new demands on time accounting. The most pressing of CRM capabilities is the multi-channel contact center.
ACCESSION #
13771402

 

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