Agent Seating Optimisation within a Contact Centre

Lloyds TSB.pdf

The availability of services over the telephone and other media, has become an integral part of modern day living. The number of Contact Centres has grown dramatically in recent years, to support such activities, and so too have the techniques for maximising customer service levels whilst minimising costs. Much of this has focussed on the
development of workforce management systems and, increasingly, flexible working arrangements for agents.