Download now Free registration required
Agents manning a service desk have the unenviable task of satisfying multiple conflicting objectives. Specifically, businesses require the agents to meet pre-specified customer satisfaction levels while keeping the cost of operations low or meeting sales targets, objectives that end up being complementary. Additional complexity is introduced by the fact that the objectives are often inter-dependent and has to be met in real-time. Moreover, business might change the objectives from time to time e.g. from reducing cost of operation to increasing sales of slow moving product.
- Format: PDF
- Size: 783.9 KB