Accountability Analytics Schedule adherence Time management 
Playvox
JANUARY 25, 2024
Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. This results in long wait times and abandoned conversations. Contact centers need to account for additional variables, such as agents who specialize in specific and/or asynchronous channels.
Noble Systems
MARCH 19, 2021
The IVR can also provide advanced features, such as self-service for items that don’t necessarily require a live person (ie, checking an account balance). A call center for small business can move routine customer queries to self-service, such as confirming appointments, checking order status or account balances, or even paying a bill.
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