Definition: Wait time, also known as queue time, refers to the amount of time a customer spends waiting in a queue before being connected to a call center agent or receiving assistance or support. Measurement: Wait time is typically measured in minutes and seconds. It can be calculated by recording the time when a customer […]
Definition: Workforce Management is the department responsible for leveraging human capital resources toward the objectives of the organization in the most efficient and sustainable manner. The success includes meeting customer service level agreements and staffing fulfillment targets. This is accomplished by balancing the business needs with employee interests and partnering effectively with key resources and
Workforce Management (WFM) Read More »