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All month long we've been showing you how workforce optimization benefits not just the contact center, but the entire company. Earlier this week Traci Moxson shared some guidance on which workforce management metrics the contact center should share with the organization.
Now, it's time for a little fun. (Who says metrics can't be fun?!)
Take our short quiz to find out which workforce managment metrics matches your personality. Share your results in the comments below and tell us what you think!
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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AHT!?!?! Yikes, I'm my own worst enemy.
I got AHT, too! This is a conspiracy! :)
I'm forecast accuracy. I'm okay with that, I'm an important tree in the forest - but what's a gal gotta do to become FCR???
AHT -- I'm SO OFTEN misunderstood and I certainly hope nobody is managing their lives around me :0)
Ok... it's rigged. I'm really FCR everyone says so. <3
I got forecast accuracy as well. Maybe once I learn how to do that I'll feel happy or sad about the result :)
@Jeremy Watkin That's a wonderful trait :) You don't have to trust me though. You could take the Workforce Management Bootcamp and thank me later! It has been my best use of time and money in my career to date! Even if I DID get AHT. (I'm not bitter)
FCR for me!