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Service level

Time management

White Paper

How to Boost Call Center Forecasting Accuracy

Monet Software

JANUARY 6, 2020

After all, bottom-line success demands that call center managers schedule the correct number of agents for each shift. Plan for too few and service levels degrade as agents become overwhelmed. But real-time management is also about changing the schedule on the fly. These are essential tasks. Download it today.

Call Center

Call Center Average Handle Time Contact Center Metrics

The Intraday Story – Four Reasons to Think Again about Real-Time

CSM Magazine

NOVEMBER 28, 2017

On the other hand if shortfalls and service level targets are at risk agents scheduled for lower priority activities can be called upon to cover any gaps in staffing, shifts can be extended or home-working agents requested to log-on via the system. It’s time to think again about real-time and intraday automation technology.

Schedule adherence

Schedule adherence Engineering Service level Coaching

Customer Contact Central

How to Boost Call Center Forecasting Accuracy

The Intraday Story – Four Reasons to Think Again about Real-Time

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