Workforce management software offers call centers actionable intelligence in preparing staff levels on a daily basis. Generally Workforce Management suites are used instead of standard spreadsheet style scheduling and can offer a more detailed and comprehensive look at your staffing expectations for a given day. By efficiently managing your workforce you can curb issues like shrinkage, over staffing and schedule adherence all of major concern in the call center, where staffing is usually the number one cost associated with the operation. Learn more
AI Can Help Boost Agents' Emotional Intelligence
Soothing irritated customers is one of the most critical skills a contact center agent can have. Ensuring agents get it right most of the time is the responsibility of call center management...
Quality Management Quality Assurance, Monitoring and Management for Improved Customer Satisfaction Monitor customer interactions to consistently deliver great service, improve call center quality and customer satisfaction