A blog about ideas, things and 💩

Productivity Behind the Hold Music

Posted on February 2nd, 2015 by Gerhard

Call centers have long been an essential component of customer service operations, providing a critical touchpoint for customers seeking assistance, information, and support. To ensure efficiency and effectiveness, call center operators often rely on various performance metrics to assess agent productivity. However, these metrics can sometimes have unintended consequences, leading to behaviors that don’t align […]

Posted in Systems
Read more >