Reducing Costs in the Contact Center, Part 2 of 2

* Was the organization’s leadership able to support the needs of the contact center for the season?

If the answer to any of these raises further questions and/or concerns, evaluate the concerns and develop the proper training and support system to be successful in the coming year.

2. Agent adherence and scheduling can be an area of contention for the entire organization. Understand how it impacts your service level throughout the season. With agent labor being your greatest expense — consisting of 60 percent to 70 percent of all contact center expenses — it’s mission-critical.