Reducing support center call abandoned rates with a cross-trained workforce
In this action research, the inside-researcher collaborated on addressing the issue of high call abandoned rates through cross-training for a support center of a software company. Call abandoned rate is considered as one of the key performance indicators in the support center industry - it is define...
Saved in:
| Main Author: | |
|---|---|
| Format: | text |
| Language: | English |
| Published: |
Animo Repository
2018
|
| Subjects: | |
| Online Access: | https://animorepository.dlsu.edu.ph/etd_masteral/5483 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Institution: | De La Salle University |
| Language: | English |