Contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making staffing decisions have a basic understanding of how base staff is calculated in order to match the time-sensitive workload of customer contacts. This 6 minute video from one of my Lynda.com courses explains how staffing is calculated and its impact on service level, average speed of answer and agent occupancy.

The entire course is titled Managing a Customer Contact Center and is available at LinkedIn Learning.