Remove Accountability Remove First call resolution Remove Service level Remove White Paper
article thumbnail

Scheduling Software for Call Centers: Buying Tips & Best Practices

Callminer

One approach is to just plug everything into your WFM software and let it provide you with the number of schedules requested to try to meet the service levels consistently. ” – Charles Watson, Call center scheduling: 2 simple methods to measure efficiency , injixo; Twitter: @injixo.

article thumbnail

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

Callminer

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. The optimal role of a business analyst in the call center is to…”.