Contact Center Pipeline August 2022 August 2022 - Page 3

THOUGHT YOU SHOULD KNOW A MONTHLY DOSE OF FACTS & FIGURES FROM INSIDE THE ISSUE

9 / 80

9 / 80 work schedule . It ’ s an alternative work schedule spanning two weeks allowing an extra day off every other week .
SOURCE
WFM TRAINING : HOW TO BE GREAT IN WORKFORCE MANAGEMENT
Tiffany LaReau , Human Numbers
# WFMTRAINING

50-70-90 %

According to Hermann Ebbinghaus , his research suggests we forget approximately 50 % of what we learn within one hour , 70 % within 24 hours and within 30 days , 90 %!
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LEARNING AND DEVELOPMENT : AVOIDING 5 COMMON L & D MISTAKES
Sharon Oatway , Verequest
# LEARNINGANDDEVELOPMENT

45 %/ 80 %

45 % of respondents in a survey of independent businesses said they added new channels during the pandemic and 80 % said they plan to keep them .
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AGENT EXPERIENCE : HOW TO CREATE A BRIGHTER FUTURE FOR AGENTS
Tom Goodmanson , Calabrio
# AGENTEXPERIENCE

2,400

The number of TD Bank colleagues across four U . S . contact center sites and an in-depth look at their new financial wellbeing program .
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FEATURE : WALKING THE WALK : TD BANK ’ S NEW FINANCIAL WELLBEING PROGRAM Brendan Read , Contact Center Pipeline and Paul Bajus , TD Bank
# FEATURE

X %/ Y seconds

Service Level defined : X percentage of calls answered in Y seconds .
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IDIOM INSIGHTS : BACK TO SCHOOL : TIME TO REVIEW THE ROLE OF SERVICE LEVEL
Kathleen Peterson , PowerHouse Consulting , Inc .
# IDIOMINSIGHTS
ILLUSTRATIONS FOR CONTACT CENTER PIPELINE , BY ADOBE STOCK