Idle time is an untapped resource.
Why not use idle time to have contact center agents complete activities that typically take them off the phone and require additional headcount (and cost more money)?
Create a to-do list filled with activities that normally contribute to shrinkage (the types of shrinkage that can be controlled, such as: training, coaching, social learning, after-call work, etc.) to be completed during down time between customer interactions.
Interested in improving agent productivity, operational efficiencies and becoming more profitable? Download Knowlagent’s white paper: A To-do List for the Call Center Agent
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