Thanks to Frank Reichheld, the author of NPS, business managers were given a ‘simple to understand evaluation metric’ that could indicate how successful the company was in creating promoters
This month we have new exciting capabilities to make a big impact on your work load (if your a Scheduler or Intraday Analyst!)
Forecasters, Schedulers and Intraday analysts will all have new features to use this month
While the range of contact centre media channels has expanded to accommodate demand, the benefit to customers, agents, and organisations often remains unclear.
No one wins when failure to achieve ROI targets becomes a finger-pointing exercise between contact centre management and technology vendors.
The challenge for companies is to tie disparate systems together to create this view and then define the WACE treatment parameters.
Jo updates us all on the latest news and features with New Calabrio WFM
Customer engagement is increased when the customer feels the organization has their best interests in mind
There are still contact centres that are reluctant to adopt a cloud-based approach for a variety of reasons. Here’s why they should…
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