Using Mobile Devices to Connect Contact Center Supervisors, Agents and Customers and Increase Efficiency and Satisfaction
Smart phones and tablets are now universal tools providing anywhere-anytime communication. These mobile devices empower managers to monitor and respond to changing contact center operations in real time. Forward-looking contact centers can use such advanced technology to better manage operations and service customer needs. This whitepaper explores advantages of using an integrated workforce management system with mobile devices to attain superior efficiency at less cost.
· Manage adherence and scheduling via real-time indicators
· Leverage social media to communicate with millennial generation staff
· Add scheduling flexibility and convenience
· Facilitate work-at-home agent deployment
· Reduce IT and admin cost
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