Agents are well-equipped to handle a variety of operational tasks. Why limit their expertise to the contact center when they can handle other work activities when call volume is low? Leading centers are putting their agents to work during idle time by using emerging workflow-enabled applications that identify agent downtime and deliver work items and tasks to fill those idle periods. Learn about real-time work allocation and ideal contact center ‘fill-in’ work in this DMG Consulting white paper.
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