What is the next step for contact centres

What is the next step for Contact Centres?

What is the next step for contact centres? Digital Transformation has been accelerated during the COVID-19 pandemic and contact centres reached a vital turning point. The necessity of migrating contact centre agents, technical staff and management to working from home, still required huge reliance on providing adequate support and nurturing customer relationships. This meant a…

Workforce Manegement

5 Common WFM Forecasting and Scheduling Pitfalls

5 Common WFM Forecasting and Scheduling Pitfalls   WFM is a powerful driver of extraordinary customer experience and service level attainment. Fine-tuned WFM forecasting and scheduling is how these outcomes are accomplished. But mismanagement can lead to contact center inefficiency, customer and agent dissatisfaction and loss of revenue. A more accurate forecast, and therefore schedule,…