The workforce manager's primary task is to ensure that there is always the right number of agents on the floor to maintain service levels and ensure an outstanding customer experience every time. Achieving this scheduling ...
Sandro Parisi, CEO of Eudata, explains the role of the app today's contact center architecture. This interview is a part of the Free White Paper "The History...
Michael Bellissimo's insight:
no longer will our contact centers just be receiving inquiries by traditional telephone; they will expect to use their mobile device to tweet, click to chat or call or to access our knowledge bases for help and assistance
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