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Performance Management

Best Practices on using contact center metrics, reports, dashboard and key performance metrics (KPI) to optimize customer service

Three ways to improve service levels in your call center

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Achieving targeted service levels while keeping payroll cost under control and within budget is one of the key challenges in a call center. In our upcoming webinar "3 Ways to Improve Service Levels in your Call Center" we will explain how three important forecasting and scheduling tasks impact service levels: 

  • Schedule optimization: How to properly handle exceptions and place breaks, lunches, training, etc.
  • Forecast versus actual: How to deal with call volume fluctuations and adjust schedules
  • Schedule adherence: How to set goals, measure adherence and keep agents motivated to adhere to schedules

Please join us for this free webinar on Tuesday, May 4, 2010 at 10 a.m. PT (1 p.m. ET) - we hope to see you.

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