Discover the call center best practices critical to improving operational efficiencies, key performance metrics and customer experience.
Call centers are currently managed like a baseball team; with the entire team on or off the field together. The majority of the time during the game is spent waiting for something to happen with brief and unpredictable moments of action, much like a call center. The majority of the day is spent waiting on unpredictable customer calls, with an average of 49 minutes per day spent on totally unproductive tasks. In contrast, basketball teams are constantly fluctuating between offense and defense, as the need arises. Contact centers should behave the same way, and with Intraday Automation, they can.