The Intraday Story – Four Reasons to Think Again about Real-Time
CSM Magazine
NOVEMBER 28, 2017
Whether it’s called real-time or intraday management, real-time is back on the contact centre agenda with a vengeance. However, with unexpected changes in call volumes and high levels of absenteeism, the engine room of many organisations’ sales and customer service operations, are notoriously difficult to manage.
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