In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out. Yes, if...
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....
