With some of the latest call center technology talk focused on Robotic Process Automation (RPA), Artificial Intelligence (AI), and chatbots–often eliminating the need for human agents–it might seem strange to think about automation and employee engagement going hand in hand.
What would it mean to your center if you could improve first call resolution (FCR)? Or reduce overtime pay? For […]
In the prior blog article, “Why All the Fuss Over Advanced Intraday Automation,” we outlined the problems addressed, what it […]
We read a lot of articles about training, coaching and motivating our center agents, supervisors and leaders. One area of […]
The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set […]
How do you know when your schedules need a check up? Is it time for a check-up on your WFM […]