Matching Staff to Workload

Contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making staffing decisions have a basic understanding of how base staff is calculated in order to match the time-sensitive workload of customer contacts. This 6 minute video from one of my Lynda.com courses explains how staffing is calculated and its impact on service level, average speed of answer and agent occupancy.Screen Shot 2017-04-28 at 12.11.17 AM

The entire course is titled Managing a Customer Contact Center and is available at LinkedIn Learning.

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