% of calls answered in "x" seconds and what are companies moving more towards? 80/20, 80/30, 80/60?
I know this question gets posted often. I'm a WFM Manager in mid level insurance company and we're currently at an 80/20 and we're looking to adjust to fit our customers. What is the current trend? Are you adjusting to an 80/60, focusing more on FCR and not AHT? I'm trying to get an idea on what people are moving more too?