Special Report - Operations & Fulfillment: Rethink Your (Web-Influenced) Call Center
New tasks require analysis of CSRs' experience and salaries
These longer-tenured reps are also more likely to have special assignments or sideline ops jobs because they’re trusted and know the most. This sort of multiple assignment slows their production even further.
The operation incurs “switching expense” as they go back and forth from one assignment to another.
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