Dividing Work for Increased Performance

[Moderator]

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Summary:

Call centers function in a real-time environment but every call center has work to do that is not real-time. How do you effectively balance the real-time work from the work that needs to be done but just not right now? This requires some art and science to make it work successfully. Read our opinion and then take the opportunity to provide your own.
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[sheldonoverton]

A well-written article. Sometimes we ask our agent to "wear too many hats" at the same time. They become frustrated because they can't finish a task before being asked to perform another, and in the end, don't finish any of the tasks they've started. A balance between tasks must be found. Good article.