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Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. This will improve campaign performance overall including agents’ servicelevels. Reduced Queue waittime : This can be done by having a strong dialer that can reroute calls to different agent groups.
Nobody escaped the long lines and endless waitingtimes. As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and servicelevel will become increasingly favored over metrics like Average Handling Time. Call Center Trends 2012.
In 2012, Fairview Health Services began searching for a more efficient patient transfer solution. This resulted in long call center waittimes and higher abandonment rates. However, their communications system couldn’t provide a clear picture of existing servicelevels.
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