If you are a customer service manager, then you know about call center matrix. AHT, Call quaility, pressures on expenses with credits, the whole nine yards. The whole time your boss is telling you about keeping expenses down. What the heck? Most of this stuff they didn't even train you for when you got the job. Also how do you keep people at work at all? They are also concerned with employee retention. I would like to help. Just let me know what your problems are. We can discuss them right here!
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