Intelligent Interaction Routing: How It Works and Best Practices
Living in a hyper-connected society, people expect that all the services they use should be fast, tailor-made, and integrated. They want to have their problems solved within the shortest time possible, and this may be through live chat, phone call, or even through the social media platform or via e-mail. This is where Intelligent Interaction […]
How to Choose the Right Workforce Management Tools for Your Call Center?
Workforce efficiency is important in the high-pressure environment of a call center. Good management can do everything, from minimizing wait times to making sure the agents are productive and motivated. That’s where it helps to have Workforce Management Tools; they’ll help call centers forecast demand, schedule agents, track performance, and manage adherence – all easily […]
