Customer Inter@ction Solutions, November 1st, 2001
ISC, Inc. New York, NY Ph: 212-477-8800 Web: www.isc.com Price: $20 per agent per month Performance monitoring and benchmarking within the call center have been around since the industry's infancy, including measurements such as average hold time, number of calls in queue, call abandon rate and number of calls handled per agent. But these past-performance factors and equations were incomplete. A more proactive performance-monitoring application is workforce management, which is designed to optimize staffing levels by improving scheduling efficiency, enhancing agent performance, increasing...
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