April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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110 3.7 Creating value through workforce optimization
are clearly understood and communicated to management, this approach
can be very useful when combined with other approaches.
Customer survey
A fourth method for choosing service level is to conduct a customer survey.
This involves analyzing caller tolerance.
It is always a good idea to know what callers expect, but random call
arrival means that different callers have different experiences with a call
center. Even for a modest service level such as 80 percent answered in 60
seconds, over half the callers will get an immediate answer. Some may still
be in the queue for three to five minutes (assuming ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.