Recent changes to employee metrics has been established. One is After Call Work. In order to meet standards employees are required to greatly reduce ACW compared to prior years. I'm interested in developing a training to help employees accomplish the new stardard.
We had this same issue last year. We focused on how well our agents are with navigating the system. By the time that they're pros with the navigation, there's very little need for them to even use ACW. Hope this helped give you an idea.