In our previous post, “Increasing the Profitability of the Contact Center,” we explored at a high level HOW to transform your contact center from costing money to making money. The two tangible ways to accomplish this, are in regards to the way that managers/supervisors and agents should optimally be spending their time. In this post, we are going to focus on the agent.
Every month, the average agent accrues 7 hours of idle time. This time, if dynamically identified, harvested and optimized on an intraday basis, could easily be used to align contact center goals of advancing agent development and improving customer success. The link between agent development and the customer experience is the key to customer service success, however getting there can be challenging. But do not fear, you can “seize the day” with Intradiem Task Management.