Aspect

JULY 15, 2020

Aspect is making it much easier for employees to be effective participants in the mobile workforce. . We have also added heat maps for easy visual analysis of performance data and a new API that simplifies the import of third – party performance metrics. .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Real-time adherence. Another important intraday activity is measuring and monitoring real-time adherence (RTA). Intraday management.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Real-time adherence. Another important intraday activity is measuring and monitoring real-time adherence (RTA). Intraday management.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54