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Kepe,
Do the agents in your call center handle phonecalls, e-mails and faxes interchangeably? I.e. are you really using the virtual queueing as it was designed to be utilized?
I have yet to see this setup implemented in a contact center. The argument that mixing inputs increases productivity does not really hold water in phone queues with occupancy running at 85 % (burn out); also, handling e-mails and faxes requires different skill sets than answering phone calls.
Anyone out there with experience - good or bad?
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