Job Scheduling DEFINITION: The balancing of work factors, such as optimal staff levels, anticipated workloads, campaign timetables, resource availability and technological capability, all while considering elements such as agent preferences and unexpected absences.
Unfortunately, when 42% of customer experience decision makers say they can't effectively manage the end-to-end workflow of customer interactions, it's clear that inefficient processes can have serious repercussions. Watch this brief video to learn how to optimize people, processes, and insights to transform back-office operations.
The number of mobile devices in use is growing exponentially, and Gartner predicts that by 2015 over 80% of handsets sold in mature markets will be smartphones. So how can your contact center organization take advantage of the mobile boom?
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