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Managing a customer call or service center is a lot about managing the numbers. Both the macro ones – how many calls, how many agents. And the micro ones - how many calls can one agent take on, how many calls can one agent take on happily.
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“There will always be people who are ahead of the curve, and people who are behind the curve. But knowledge moves the curve.” -- Bill James
How GCS Turned an Ailing Paratransit Call Center into a Platform for P3 Best Practices
"Measuring the Right KPIs can Get & Keep Your Call Center Operating at a High Efficiency"