Most contact centers find the problem in the queue before they find it anywhere else. Wait times increase, overtime gets approved again, and agents look exhausted. Someone eventually says, “we need more people.” Sometimes that’s the answer. Sometimes it isn’t. Plenty of teams already pay for enough
Most contact centers find the problem in the queue before they find it anywhere else. Wait times increase, overtime gets approved again, and agents look exhausted. Someone eventually says, “we need more people.” Sometimes that’s the answer. Sometimes it isn’t. Plenty of teams already pay for enough