This week I am trying to finish up three outstanding projects:
- 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.
- A review of transfer rates from our call center back to the client.
- 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.