Call Center Staffing and training:
By using a few simple observation rules, some data and a simulation model software program, it̢۪s possible to determine the ideal level of training. As we know, training has a measurable cost while the benefits of that training are much more subtle.
By measuring the benefit of training through the use of a pilot project or Design of Experiments, it̢۪s possible to gain insight into the benefits received by better trained employees. We̢۪re not talking here about the benefits or perceived benefits to the employees, rather the direct financial benefits that accrue to the company when better trained agents are on the telephone taking calls.
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