TITLE

intensive care

AUTHOR(S)
Bailor, Coreen
PUB. DATE
March 2007
SOURCE
CRM Magazine;Mar2007, Vol. 11 Issue 3, p32
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article presents tips for improving workforce management in call centers. Maggie Klenke of the Call Center School, suggests the development of a workload-drivers matrix by call centers. The matrix involves a list of things that affect call volume and handle time. Chat can lessen the chances of customer service representatives leaving their seats in search for the proper person to handle a call. Distributing daily historical reports to agents will help them check on themselves.
ACCESSION #
24287383

 

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics