Call Center Workforce Management (Call Center Fundamentals Series Book 1) by Baje Donnie
Author:Baje, Donnie [Baje, Donnie]
Language: eng
Format: epub
Publisher: Unknown
Published: 2014-04-20T16:00:00+00:00
SLA: 80/20
AHT: 240 seconds
Leaves: 20
Days per Week: 5
Call per Half Hour: 300
Chapter 3: Productivity- Related Metrics
Activity: Catch the Balls I (Facilitator Guide)
Prepare several small balls with you and stand on one side of the room. Get volunteers from the group who will stand on the other side of your room. Make sure there is a space between you and the two that essentially the balls will bounce on later.
Tell the volunteers that they need to catch the balls as they bounce towards them (as you will make it roll their way). Start by slowly sending balls one by one. After all balls are with the volunteers, ask them how they feel.
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