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With Presence Management software on each agent's desktop and agents being aware of the minimum agents available to maintain an appropriate service level, I was able to change the habits of a 100 seat call center in an insurance claims and customer service environment.
By programming call overflows, if a service level was not being met, directly to supervisors and managers, I was able to bring and average hold time from over 3 minutes to less than 10 seconds with only 80% of the agents they had.
Those 100 agents had 9 supervisors to do the planning so maybe WFM was not as critical where there is a higher supervisor to agent ratio.
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