Today’s technology simplifies scheduling agents around vacation requests, historically a universal problem for centers due to last minute staffing issues that require supervisors to create and distribute new intra-day schedules and handle overtime needs. Centers are at risk of being temporarily understaffed, negatively affecting daily service levels. There are three ways to mit
Source: http://www.contactcenterworld.com/view/contact-center-article/three-strategies-to-ease-vacation-planning-woes.aspx
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