Are thinking of multi-skilling some of your agents or you have different peaks and troughs in demand for your different types of contacts then the answer could be YES!
Jo looks at the main new items in your WFM tool for August 2021, including a change of name from Teleopti to New Calabrio WFM
Successful contact centre resource management demands the simultaneous development of skills, technologies, processes, and relationships
The Scout movement, the motto “Be Prepared” is just as appropriate when it comes to Contact Centre Team Leaders conducting coaching with their Agents.
This month sees development in 5 areas and 2 of them are the new screens we have learnt about in May and June so lots happening!
For effective and efficient management of a multimedia contact centre unified routing will deliver all of the benefits it promises.
Jo guides us through some brand new features in New Calabrio WFM including Web Meetings!
Jo guides us through what’s new this month, including Web People, Web Schedule and MyTime
A few reasons why life has changed in the contact centre world and tips for how to help your business through it.
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