Workforce management (WFM) is critical to the ecosystem of a call centre, with benefits ranging from reduced costs thanks to automated schedules and an improved customer experience as a result of happier agents. However, some contact centres have trepidations when it comes to implementing this kind of technology, worrying that they could fall into...
You Can’t Manage What You Can’t Measure Email has been a means of communication between consumers and businesses for over 20 years, yet we still come across examples of how not to do it. My favourite “email fail” is the shared inbox. Many organisations have a simplistic approach to email – the shared inbox in [&hellip...
