Tortoise or Hare – Which One Best Describes Your Contact Center?
CSM Magazine
OCTOBER 15, 2018
This perennial tug of war is damaging to agent morale, the customer experience and health of the overall business. Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain service levels.
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