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Grant Scott's Discussions (13)

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Discussions Replied To (13)	Replies	Latest Activity
"If you are just looking for a brainstorming session off the top of my head. 1. Wire…" Grant Scott replied Jun 20 to Looking for new Processes and Centers	3	Jun 22 Reply by John Vandewalle
"Also after calls is used to document the steps taken on a particular call. If you se…" Grant Scott replied Jun 14 to High Queue AHT	12	Jun 16 Reply by Pauline Mills
"On first impressions it would seem that "undertime" would be a great time to train a…" Grant Scott replied Jun 13 to Balanced Scorecards	16	Jun 16 Reply by Ed Porter
"All very good points. AHT per agent may not be useful, even per call might not be us…" Grant Scott replied Jun 12 to Balanced Scorecards	16	Jun 16 Reply by Ed Porter
"1. Did we actively identify all of the customer’s express and implied needs? Not jus…" Grant Scott replied Jun 12 to Balanced Scorecards	16	Jun 16 Reply by Ed Porter
"Theoretically it should increase FCR. We sometimes call it Solved on Current Contact…" Grant Scott replied Jun 12 to Balanced Scorecards	16	Jun 16 Reply by Ed Porter
"Well I can tell you what it is suppose to be. Learning and growth is a measure of h…" Grant Scott replied Jun 12 to Balanced Scorecards	16	Jun 16 Reply by Ed Porter
"Hmm. I do really like your topics. I was going to guess Walmart but it appears they…" Grant Scott replied May 22 to “Chaos, panic and disorder- my work here is done”	2	May 22 Reply by Paul Roemer
"That is what I think every call center is aiming for to have person hang up satisfie…" Grant Scott replied May 22 to I hate to be a pest...	5	May 22 Reply by Grant Scott
"Well in fairness when we get 15000 calls a day it means oh just off the top my head…" Grant Scott replied May 20 to Abnormal	5	May 20 Reply by Grant Scott

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