What are the benefits of real time statistics in a contact center?
If a manager discovers on Tuesday that Monday’s call volume forecasts were not matched to demand, adjustments can be made for the following Monday, but that doesn’t affect the number of calls that may have been lost because customers grew impatient and hung up. With real-time statistics, managers can address challenges as they arise, limit the damage and prevent small issues from evolving into major concerns.
Contact centers operate in real-time, so it’s vital to gain insight into what is happening as it actually happens. A real-time workforce management solution automatically collects and displays real-time and historical performance data at agent, group and center level. At the same time, KPI data is distributed through consolidated, web-based reporting, and alerts are delivered for situations such as calls running too long, agents becoming available and system failures that require more immediate attention.
Verint Monet Receives 2018 CUSTOMER Magazine Workforce Optimization Innovation Award
Monet WFO recognized for its leading customer contact technologies Verint Monet a pioneer in cloud-based Workforce Optimization, announced today that
Verint Monet Receives 2018 Excellence Award from Cloud Computing Magazine
Monet WFO Honored for Exceptional Innovation TMC, a global, integrated media company, has named Monet WFO as a 2018 Cloud