Everything You Wanted To Know About KPIs (But Were Afraid To Ask)
Work It Daily How many times does someone use a piece of business terminology which you don’t really understand? Everyone else nods sagely, so you think the best thing to…
How To Reduce Average Handling Time (AHT) In Contact Centers
Work It Daily It’s common knowledge that approximately 65% of contact center costs are staffing costs. Inbound staff get paid by the hour. If your cost per call is USD…
Using Quality Management To Improve KPIs
b'Work It Daily' “Do more with less.” This seems to be top management’s mantra these days. Contact centers’ performance is intensively measured, often down to the second, with KPI data…