Improve Agent Workforce Productivity by Managing Your Call Center like a Basketball Team [Video]


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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.

Republished with author's permission from original post.

Matt McConnell
Matt McConnell is President and CEO of Intradiem. He co-founded Intradiem with the vision to help clients improve the performance of customer service agents with performance support software and services. Today, Intradiem is a leader in its market with more than 330,000 call center agents around the world using Intradiem every day.


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