Everybody has experienced a conference call.
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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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"When your vendor is interacting directly with your customers on behalf of your company, questions you ask before hiring them need to be deeper, more pointed and increasingly challenging."
"A strong vendor management program can properly locate & manage the right vendor partner in a crowded and chaotic competitive field."
How GCS Turned an Ailing Paratransit Call Center into a Platform for P3 Best Practices
"The best workforce optimization goes beyond the numbers & cultivates an understanding about how the numbers impact workforce management."