Tortoise or Hare – Which One Best Describes Your Contact Center?
CSM Magazine
OCTOBER 15, 2018
Features such as Real-Time Adherence flag up when schedules are in danger of being breached while Intra-day Schedulers allow managers to reschedule the contact center workforce during the day taking into account unplanned changes in customer demand and unplanned agent absences. Running a series of ‘what if’ scenarios helps to.
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