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Overview:
The basic metric that DHL uses to measure agent performance is calls per hour. DHL has all of the other metrics associated with call center performance - average handling time, for instance. Strategically, DHL has decided that its productivity gains will come not by driving reps to handling more customers in less time, but by allowing customers to choose alternative channels.
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| Format: | Size: | 28 KB | |
| Date: | Nov 2005 | ||
| Pages: | 2 |
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