Top 3 Lies in the Call Center

Five weeks of vacation time sounds like a dream to most people, but what if that vacation had to be taken one or two minutes at a tme? At your desk. That’s the equivalent of what your agents experience during idle time ‐ the small increments between customer interactions that occur naturally throughout the day. While no one would seriously characterize this as a vacation, it does demonstrate the magnitude of wasted time that could be productive for your contact center operations if it could be properly utilized. Does your call center need a boost in agent productivity? Understanding how idle time can be better managed and utilized can be an eye-opening experience. However, a few myths often prevent us from optimizing agents' collective idle time.