Playing the Numbers: Using ACD Statistics for Workforce Management

Topics:
Human Capital,
Performance Management
Tags:
ACD,
Statistics,
Software,
Recruitment & Selection,
It Operations,
Human Resources,
Enterprise Software,
Customer Relationship Management (CRM),
Contact Center,
Call Centers,
...
Source:
Blue Pumpkin Software

FREE Registration is required

Overview: The contact center ACD supplies a potpourri of statistics. Used properly, ACD statistics can be a boon for workforce management forecasting and scheduling. However, the ACD provides so much detail that interpreting the information can be like drinking water from a fire hydrant. This article outlines some relevant ACD statistics and the proper way to use them. It also points out some common pitfalls to avoid when working with contact center statistics.

(Is this item miscategorized? Does it need more tags? Let us know.)

Format: PDF | Size: 99KB | Date: Sep 2001 | Pages: 5

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