Projects This Week

This week I am trying to finish up three outstanding projects:

  1. A review of the issues around one of our major products – I am involved with a cross-department work team that will use this data as guidance in June.
  2. A review of transfer rates from our call center back to the client.
  3. A review of level two assistance calls – These are calls where agents are routed to more senior agents to ask for assistance on the tasks performed on a call.

All of this is kind of a crunch since I will be in Orlando next week for the Verint users conference.

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