www.brightmetrics.com info@brightmetrics.com Spotlight on A.B. May 1. Employee Behavior: Needed more visibility to agent schedule compliance, use of appropriate wrap codes, and agent communication skills 2. Customer Experience: Required an accurate depiction of what callers were experiencing in the phone system before they reached an agent 3. Departmental Processes: Desired a clear picture of the phone system to see where callers were sent when there were influxes of calls in the queue A.B. May is a Kansas City–based company that was purchased in 1959 by Aleda and Bill Posladek that provides Heating, Cooling, Plumbing, Electrical, and Appliance Repair services with a customer experience that is nothing short of exceptional. Their approach to fostering excellence begins with th

Join for free to read