Knowledge Hub: Results

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Monetize Excess Call Center Capacity with Call Blending

If your contact center has strict service level agreements for inbound queue length and wait times, you may overstaff your inbound workforce as an insurance policy. That means that much your agents’ time could be spare capacity on the inbound side of your contact center. In order to avoid wasting expensive human resources, it’s common practice to fill any inbound “dead air” time with other types of work. One of the most common types of “filler” work is outbound calling. Using downtime between inbound calls for outbound activities is called call blending, and it can go a long way toward helping you optimize your call center's workforce capacity.

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The Guest Experience of the Future

Hotels are no longer simply places where people lay their heads when they’re away from home. For travelers and business people, they’re becoming hubs of activity—and guests are increasing judging hospitality businesses on how well they keep guests connected. Features like automated check in and check out are only the tip of the iceberg.

White Paper White Paper

What Is Workforce Management?

This white paper will provide a basic understanding of the processes that workforce management (WFM) encompasses that makes the modern customer experience operation possible.

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How to Create a Modern Customer Experience

Before smartphones and videoconferencing became mainstream technologies, the contact center customer experience was fairly straightforward. Most queries were handled over the phone and easily routed to respective agents. That’s not the case anymore—and businesses still clinging to this old format might have trouble reaching an evermore connected audience.

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Workforce Management Partnership Boosts Contact Center Capabilities

Improved customer experience. Employee engagement. Operational efficiency. These are the pressures facing modern contact centers, and workforce management is a critical tool for addressing these ever-increasing demands. That’s why we’ve partnered with Teleopti – a global provider of workforce management (WFM) solutions – to bring you a superior WFM offering.

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