Performance Standards
Performance standards (PS) are the numerical expectations for quality of service (QoS) and utilization established by management and the contact [...]
Random Call Arrivals
The essential ingredient in all contact centers is the random call arrival. The arrival process for a contact center is modeled as an urn-process, [...]
Service Organization Controls (SOC)
(SOC) An internationally recognized set of standards designed to help service organizations manage their security, availability and processing [...]
Telecommuting
The terms Telecommuting and Telework refer to the flexible working pattern in which the employee can work either at home, at a different [...]
Visible Queue
What is visible queue? Visible queue is the requirement for callers to be able to see the next available agent in their phone queue. Customers [...]