Agents are logged in for some of the day (on-field) and logged off at other times (off-field). But even when they are logged in and ready, 11 percent of their time is spent sitting idle and unproductive in short bursts throughout the day. Research shows this adds up to 17 hours of idle time per month per agent! However, consider what it would mean to operate your contact center like a basketball team versus a baseball team to improve agent workforce productivity.
Watch the video below to learn how to not only improve workforce productivity, but also make efficiency a slam dunk.
