Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?
- publish trend reports for the group as a whole
- publish a list of agents ranked by who has the most talk time.
- Recognize and reward the individual who handles the most calls
- Recognize and reward the individual who has the least :not available" time
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