Three ways to improve service levels in your call center
Achieving targeted service levels while keeping payroll cost under control and within budget is one of the key challenges in a call center. In our upcoming webinar “3 Ways to Improve Service Levels in your Call Center,” we will explain how three important forecasting and scheduling tasks impact service levels:
- Schedule optimization: How to properly handle exceptions and place breaks, lunches, training, etc.
- Forecast versus actual: How to deal with call volume fluctuations and adjust schedules
- Schedule adherence: How to set goals, measure adherence and keep agents motivated to adhere to schedules
Please join us for this free webinar on Tuesday, May 4, 2010 at 10 a.m. PT (1 p.m. ET) – We hope to see you.
The Operational Advantages of WFM
Still considering whether to add a workforce management solution to your contact center? There are many reasons doing so is
Abandon Rate: What It Is, Why It Goes Up, What You Can Do
Abandon: (verb): To leave completely and finally; forsake utterly; desert: Sounds pretty grim, doesn’t it? “Abandon Rate” is one of