By turning a fraction of those five weeks of unproductive wait time into active wait
time, agents can learn the skills they need to be more efficient and effective in a multichannel environment.
Both content pieces focus on defining shrinkage and feature best practices to shrink shrinkage by converting idle time into active wait
RightTime allows the workforce management group to disseminate this information during active wait
time, rather than taking agents off the phone and compromising service levels and;
By integrating with automatic call distributors, RightTime is able to redistribute wait time intervals so agents can complete off-phone work from a prioritized task list during idle time, transforming this time into Active Wait