Providing exceptional customer service is paramount in today’s competitive business environment. Satisfied customers are loyal customers. Frustrated customers take their business elsewhere.
But contact centers are tasked with more than just providing superior customer service. They must control costs and increase revenues as well. In contact centers, where time is literally measured down to the last second, a minute here and a minute there can mean thousands of dollars are needlessly wasted each and every month. Managers not only need to keep track of agent schedules, they also must ensure that their time is being used productively to answer calls. Without a strategic approach to manage agents and maximize their time, contact centers are setting themselves up to waste valuable time and expensive resources.
This whitepaper will show you how to realize the true value of workforce management.