Different from manufacturing systems,
contact centers offer services as “products”. In this service system, agents
and customers are involved. Therefore, their behavior plays an important role
in the contact center-system-performance. In this three-hour course, we will
address the behavior which gives the most effect: how the AHT is influenced by
both customer behavior (different requirements) and agent behavior
(proficiency), and how the patience of customers affects the abandonment,
redials, reconnects, and so on. A better understanding of customer and agent
behavior will definitely help you to make a more reliable analysis of your own
contact center system.
No previous knowledge is required to start
this course, as long as you are interested in contact center WFM.
This course is one of the seven courses in
the Forecasting Training and one of the eight courses in the Intra-Day Training.