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Contactcenters require more than just assigning an agent to each phone; attrition also plays a role in determining how many agents are needed to service each client. The name of this metric and Key Performance Indicator is the Call Center Shrinkage. Tiring, right?
Contactcenters require more than just assigning an agent to each phone; attrition also plays a role in determining how many agents are needed to service each client. The name of this metric and Key Performance Indicator is the Call Center Shrinkage. Tiring, right?
Brad Butler, ContactCenterSoftware Consultant @NobelBiz Key Features of Call Queuing Systems & Their Implementation Navigating the nuanced world of call queuing systems, one quickly discerns that it’s the features that drive efficacy. A meticulous focus on agent training amplifies the impact of this potent tool.
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