Agent salaries and benefits represent more than half of all service delivery costs. As a result, if agent utilization is high, cost will be correspondingly low. Conversely, when agent utilization is low, agent costs, and hence cost per contact or cost per ticket, will be correspondingly high. Just as world-class service delivery organizations are obsessive about maintaining high customer satisfaction levels, they are equally committed to keeping their costs in check. They do this primarily by maintaining tight control over agent utilization. This has the effect of minimizing cost per contact and cost per ticket. That said, extremely high agent utilization can actually increase your costs by driving agent turnover and absenteeism higher. Whenever agent utilization rates approach 60–70 percent, a service desk will experience relatively high agent turnover because they are pushing the agents too hard. Extremely high utilization leads to burnout, higher turnover, higher absenteeism, and lower morale in the service desk. Learn how to capture and calculate agent utilization in this new MetricNet webcast! Additionally, Jeff Rumburg will reveal why this KPI is so important, share the key drivers of agent utilization, and provide benchmarking ranges for this critical KPI.

Hora

20:00 - 21:00 hs GMT+1

Organizador

MetricNet
Compartir
Enviar a un amigo
Mi email *
Email destinatario *
Comentario *
Repite estos números *
Control de seguridad
Marzo / 2020 678 webinars
Lunes
Martes
Miércoles
Jueves
Viernes
Sábado
Domingo
Lun 24 de Marzo de 2020
Mar 25 de Marzo de 2020
Mié 26 de Marzo de 2020
Jue 27 de Marzo de 2020
Vie 28 de Marzo de 2020
Sáb 29 de Marzo de 2020
Dom 01 de Marzo de 2020
Lun 02 de Marzo de 2020
Mar 03 de Marzo de 2020
Mié 04 de Marzo de 2020
Jue 05 de Marzo de 2020
Vie 06 de Marzo de 2020
Sáb 07 de Marzo de 2020
Dom 08 de Marzo de 2020
  • #Viz5 Launch

    18:00 - 19:00 hs GMT+1

    Fecha
    Dom 8-Mar-2020, 18:00 - 19:00 hs GMT+1
    Descripción
    Join us to hear why Operation Fistula, #MakeoverMonday and the Tableau Foundation are joining forces to Visualize Gender Equality. This initiative launches on 8th March 2020 and we will share our 'why' with you in this webinar. It is also your opportunity (...)
    Cerrar
Lun 09 de Marzo de 2020
Mar 10 de Marzo de 2020
Mié 11 de Marzo de 2020
Jue 12 de Marzo de 2020
Vie 13 de Marzo de 2020
Sáb 14 de Marzo de 2020
Dom 15 de Marzo de 2020
Lun 16 de Marzo de 2020
Mar 17 de Marzo de 2020
Mié 18 de Marzo de 2020
Jue 19 de Marzo de 2020