Call Center Workforce Management Quotes

“One may think that the solution to pass service level is keep it at 100% or hire many agents—but this is not advisable in a business standpoint.  A daily service level that is way higher than the agreed service level means the center has too many agents—and paying employees for unnecessary idle time.”
― Donnie Baje, Call Center Fundamentals: Workforce Management

“There are three main players in Service Level:  AHT, Call Volume, and Count of Agents.”
― Donnie Baje, Call Center Fundamentals: Workforce Management