Introduction

I once heard it said running a call center is not rocket science.   While it may be true successful call center management does not require the skills and education of an aerospace engineer, call centers do have their own vocabulary and strategies that lead to success.   After sp...

A workstation can be classified as protected or unprotected. If classified as protected, agents are required to include a personal account number (security code) as part of the Sign-In entry, workstation. A formal Sign-In procedure is used to provide system control and security

At the end of this chapter, you will be able to: 1.Have a good understanding of sign 2. Sign-in to Gabriel system 3.Sign-out of Gabriel system 4.Display area status 5.Define areas 6.Know the advantages of multiple areas 7.Move between different areas