CSM Magazine
OCTOBER 10, 2023
In one go, they increase planning flexibility, reduce idle time and facilitate better occupancy control to guard against agent burnout, which negatively affects AHT. Develop an AHT-Focused Quality Initiative Rushed for time, many contact centres meet their quality monitoring quotas by reviewing contacts with low handling times.
NobelBiz
JUNE 4, 2024
WFM involves forecasting call volumes, scheduling staff, and managing day-to-day operations to ensure that the right number of agents are available to handle customer interactions at all times. This not only helps in maintaining optimal staffing levels but also in reducing operational costs and minimizing agent burnout.
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