Call Center Tidbits

Forecasting and scheduling the right number of agents is not as straight forward as one might think, especially to someone unfamiliar with call centers.  Call centers are not like production lines or other tasks that are predictable. No one can predict when a call will arrive during a sixty minute time frame. In a busy [...]

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Recording telephone calls over the last few years has been focused in the Call Center. The initial purpose was for training agents and quality monitoring for achieving a high level of customer service. Agents and calls were randomly selected for recording. Not anymore. Today the majority of call centers I deal with are recording all [...]

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