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New to Working Remotely? Three Perspectives to Consider for the Short Term and the Long Run

Momentum Telecom

And while working from home under normal circumstances can have appealing advantages – no lengthy commutes, a more flexible working environment, and a potential boost to productivity and morale¹ – a sudden change to your professional routine certainly can be unsettling. There’s also been sharp growth in remote work over the past decade.

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Operational Indicators – Sevice Levels, ASA & Occupancy Rate

Taylor Reach Group

A third factor or metric is often added to Service Level: that is Abandoned Calls. Abandoned Calls can be defined as the percentage of callers who elect to hang up, or abandon while waiting in the queue before an agent answers the call. Low occupancy can also lead to poor morale and agent dissatisfaction.