Exploring the Influential Role of the Contact Center Agent
The role of a traditional customer service agent is changing. Technological advances and evolving business strategies are transforming the way customer service organizations leverage their most vital assets: their agents.
The Six Building Blocks of Contact Center Workforce Optimization
Suites of workforce optimization software for contact centers will emerge in 2005. They will integrate six applications based on different technologies. We tell you what to expect and how to prepare.
Buyers of Contact Center Performance Management Tools Face Maze of Choices
Using dedicated tools to gauge the performance of contact centers can bring huge rewards, but with so many vendors it’s hard to know which to pick. To help you choose, we describe these tools and categorize key vendors.
A New Market Emerges for Workforce Optimization Tools
Contact centers are starting to adopt more integrated tools for workforce optimization. This will enable them to run more effectively. However, the market is currently fragmented and immature.
MarketScope: Workforce Management Software for the Contact Center
Several good options are available for contact-center workforce management software. Ninety-five percent of customers Gartner surveyed reported measurable benefits. This report examines the state of this market.
2 responses so far ↓
1 Call Center // May 15, 2008 at 2:07 am
The research for the WFM is self explainatory. The work pressure on the Call Centers agent is too high. Your research is showing all kind of role of the agnets. I am working in call center and easily I can understand the facing problems of the agents. It really sounds good that we have some good quality softwares available for the work force management. This software help us to schedule the process to finish the task on time and to increase the profit in the business & customer satisfaction. Agents need lot of extra care because they are doing a great job of handling the calls from each kind of customers and to solve their quiries. The software for work force management is really a boon for the call center companies.
Vaibhav
India’s one and only end to end CISCO based IP network.
2 Call Center Management software India // Jul 25, 2008 at 6:58 am
The work pressure on call center agents is indeed too high…its always a better idea to adopt new technologies to assist agents with their work for optimum agent efficiency and higher customer satisfaction.
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