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…
Are thinking of multi-skilling some of your agents or you have different peaks and troughs in demand for your different types of contacts then the answer could be YES!
Jo looks at the main new items in your WFM tool for August 2021, including a change of name from Teleopti to New Calabrio WFM
Successful contact centre resource management demands the simultaneous development of skills, technologies, processes, and relationships
QPC delivers innovative services and solutions that make Contact Centres a whole lot better. We work with you to solve problems so you can deliver your customer service goals!
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