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Improve Agent Workforce Productivity by Managing Your Call Center like a Basketball Team [Video]

Agents are logged in for some of the day (on-field) and logged off at other times (off-field). But even when they are logged in and ready, 11 percent of their time is spent sitting idle and unproductive in short bursts throughout the day. Research shows this adds up to 17 hours of idle time per month per agent! However, consider what it would mean to operate your contact center like a basketball team versus a baseball team to improve agent workforce productivity.

Watch the video below to learn how to not only improve workforce productivity, but also make efficiency a slam dunk.

About the author

Matt McConnell

Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 300,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor's degree in industrial and systems engineering.

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