- Modernisation management system interactions within the Contact Center.
- Increased levels of productivity and improvement in processes and response times
- Obtaining values of average below the existing call time.
- Channeling interactions based on needs and increased expertise of Contact Center agents.
Modernisation of the interaction system within the contact center.
Large banking company
WHAT WE DO
An improvement of the interactions with the Workforce Management implementation.
- Implementing Workforce Management tool and definition of management processes.
- Obtaining values of global interactions Forecast and distribution by geographic area
- Definition of planning processes oriented to the needs and activities of the Contact Center.
- Improvements in productivity levels per service.
- Increased service levels and managing interactions.
- Greater flexibility in handling planning on agent groups.
- Values more appropriate and adjusted to the different areas of activity forecast.
Improvement in agent productivity
Savings related to interaction optimization
Reduction of lost interactions