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Monthly Archives: February 2013

5 Ideas to Foster a Motivated Call Center Workforce, Part 4

IDEA #4 Productivity – can’t live with it, can’t live without it. When it comes to productivity measurements within a call center environment, we are all but too familiar with the AHT (average handling time) indicator. Basically, it refers to … Continue reading

Posted in Customer Service, Performance Management, Process Improvement, Workforce Management
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5 Ideas to Foster a Motivated Call Center Workforce, Part 3

“Accountability breeds response-ability.” – Stephen Covey On the previous blog I covered how to set clear expectations and establish effective historical schedule adherence goals. I will now provide a suggestion on how to create accountability within a historical schedule adherence … Continue reading

Posted in Customer Service, Performance Management, Process Improvement, Workforce Management
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