The role of a traditional customer service agent is changing. Technological advances and evolving business strategies are transforming the way customer service organizations leverage their most vital assets: their agents.
Suites of workforce optimization software for contact centers will emerge in 2005. They will integrate six applications based on different technologies. We tell you what to expect and how to prepare.
Using dedicated tools to gauge the performance of contact centers can bring huge rewards, but with so many vendors it's hard to know which to pick. To help you choose, we describe these tools and categorize key vendors.
Contact centers are starting to adopt more integrated tools for workforce optimization. This will enable them to run more effectively. However, the market is currently fragmented and immature.
Several good options are available for contact-center workforce management software. Ninety-five percent of customers Gartner surveyed reported measurable benefits. This report examines the state of this market.