by Andrea Aymes | Dec 2, 2021 | Blog
Keeping agents productive yet available for the next call and thus meeting service levels is a balancing act that can be quantified and optimized through better occupancy management. Agents’ occupation: what it is and how it is measured. Occupancy is measured by...
by Andrea Aymes | Dec 20, 2020 | Blog
The next step for Contact Centers is the dominant CCaaS model, which responds to clients’ needs for flexibility, agility, scale and speed. Today, the Contact Center market is shaping up towards integrated solution suits that target customer interaction...
by Andrea Aymes | Nov 23, 2020 | Blog
Cómo adoptar el modelo de agentes remotos y mantener la productividad. La medición de la productividad –ese indicador de eficiencia que mide la relación entre los resultados y el tiempo y recursos utilizados para obtenerlos– permite a las empresas detectar rápidamente...
