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Workforce Engagement for Contact Centers

Cover

What factors determine whether a customer interaction produces a positive outcome? Often it’s the agent that makes the difference, but this doesn’t tell the whole story.

In this white paper, learn why call recording is an essential foundation for call center success, and how you can supply agents with advanced workforce engagement tools to ensure customer satisfaction. These include:

  • QA coaching and feedback to modify agent behavior
  • Desktop analytics, speech analytics, and emotional analytics
  • Predictive scheduling of employees to ensure staff coverage during peak volume
  • The use of gamification to drum up competition among agents
  • And more
Vendor:
ConvergeOne
Posted:
21 May 2018
Published:
21 May 2018
Format:
PDF
Length:
8 Page(s)
Type:
White Paper
Language:
English

This resource is no longer available.