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Tip of the Week
- Train all staff on the meaning of metrics.
January 15 –
We are always “managing by the numbers” in a contact center, and there are dozens of metrics associated with front-line performance. Agents may get feedback on their average handle time (AHT), after-call work (ACW) percentages, average speed of answer (ASA), quality scores, and adherence numbers, just to name a few. But do they ...
March 6, 2018
March 14, 2018
April 11, 2018Fundamentals of WFM Web Series: Forecasting Basics: Predicting for Months, Weeks, Days, and Intervals
May 9, 2018Fundamentals of WFM Web Series: Essentials of Staffing: Models and Calculations for Contact Center Staff