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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. Agent Desktops : Having a user-friendly desktop for agents so that they can efficiently have everything they need in one area is a great way to have a healthy AHT, and most importantly they can assist the customers efficiently and effectively.

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Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

Deploying the most effective and sustainable VEA would require the integration of multiple technologies, such as interaction guidance, decision support, robotic process automation, workflow optimization and agent career path development. Current approaches to agent empowerment. Team-based models.