Secrets to Better Scheduling Results
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential....
Motivation and Engagement: Your Leadership Matters
Tighten Up Your AHT Projections
Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a...