By Ric Kosiba, Ph.D. President, Bay Bridge Decision Technologies
No process is more core to the proper function of a contact center operation than determining the number of agents required to handle the volume of contacts, and, developing a practical operational plan to deliver, as close as possible, the required number of agents each and every week. If done well, the operation runs smoothly, with the exact number of people available to respond to the expected workload. If done poorly, the organization is saddled with significant costs, both in customer dissatisfaction and in payroll dollars wasted.
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