Listen to Brad Cleveland, Senior Advisor and Former President and CEO of ICMI explains the difference one agent can make in meeting service level goals.
Because workloads arrive randomly staff must be calculated using a queuing formula. Register to understand the exponential relationship between staff and service level. Ensuring you have proper staffing levels can have a huge impact on the overall results your contact center produces, as well as the customer experience.
About Our Sponsor
This whitepaper and the underpinning research were made possible by the underwriting support of Pipkins Inc. ICMI research sponsors do not have access to research participant information, including individual survey responses.
