April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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5.1 Communications 167
Chapter 5
5.1 Communications
Company: Axtel
Profile
Axtel is a provider of integrated telecommunication solutions in the
recently liberalized Mexican market; it has 300 CSRs in its Monterrey con-
tact center and handles over 18,000 calls per day.
Challenge
Axtel’s workforce management system is fed information about the opera-
tion’s activity, including key data such as peak call times, call duration, and
agent workload. The system can then predict what will happen when adver-
tising campaigns run and how exceptions such as these will affect the day-
to-day operation of the contact center. The aim is a fairly simple one:
increase the ...
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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.