How can WFM increase productivity in my contact center?
Productivity requires an optimization of resources – at the contact center, that means having the right number of agents with the right skills, working at the right time. This is achieved through accurate forecasting and scheduling, both of which are made easier and more efficient with a workforce management solution.
With WFM managers can run simulations to calculate a precise forecast, and generate staffing schedules based on a wide range of factors, from service levels and skills to agent availability. And with real-time updates tracking exceptions and adherence throughout the day, any potential lapses in productivity can be addressed before they become a problem.
Speech Analytics for Improved Customer Service
Speech Analytics has been common practice at larger call centers for years. But more recently, top-tier quality monitoring software has
Transform your COST center to a Call Center
It’s expensive running a COST Center. But it’s possible to convert your business back into a quality call center by