Three Common Operating Mistakes in a Catalog Contact Center
... and how to avoid them
Without the direct involvement of marketing and an ongoing reappraisal of the forecast, an accurate and up-to-date workload projection is impossible; and without it, operations has no ability to plan or manage either a cost or service standard.
Mistake No. 2: Inappropriate Staffing Calculations
Unfortunately, even with accurate call forecasts, companies still fail to correctly determine their staffing requirements. Catalogers make two common mistakes in calculating headcount requirements:
- Companies:
- Spaide, Kuipers & Co.
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