Which practice aids in maintaining quality of service for agents working on cases?

Implementing status-based capacity models is essential for maintaining quality of service for agents working on cases. This practice involves organizing agents' workloads based on the status of cases, ensuring that agents are not overwhelmed and can manage their assignments effectively. By assessing the current status of cases—such as open, pending, or resolved—management can allocate tasks accordingly, thereby balancing the workload across the team. This allows agents to focus on cases that require immediate attention while maintaining the quality of service delivered to customers.

In a setting where case volumes can fluctuate, status-based capacity models can help in optimizing resource allocation, minimizing case backlogs, and improving response times. This systematic approach not only aids agents in providing better service but also contributes to their overall job satisfaction and efficiency, ultimately leading to a more effective service delivery system.

The other options do not provide a robust framework for managing workload or enhancing service quality. Increasing case assignments could lead to burnout, reducing communication may hinder collaboration and problem-solving, and limiting the use of technology could obstruct the ability to utilize tools that enhance service quality.