Support Agent Capacity Model
Is your customer support team optimally staffed?
Whether you're focused on improving Average Handle Times, decreasing the quantity of Inbound Volume, or reducing team Shrinkage, the goal is achieving a sustainable Cost per Contact. Use this model to see how close your current team is staffed relative to your required support.
While it's tempting to race to the bottom with these cost-center metrics, you could be sacrificing valuable CSAT points in the process.
Customer Support