Yes I agree, this is a topic that comes up time and time again in my
conversations with other network managers, however I have yet to hear a
clear way.
Luke
I don't think it is the greatest approach so I am curious to hear if
there is some better ways of doing it.
Glenn
On 6/23/05, Luk
Measuring a customer service rep's time on a daily basis is a pretty easy
and straightforward task. You can get down to the minute by minute level of
how a CSR spends their time each day. You can also easily relate that back
to customer growth which gives you how many CSR's you need for your n
