 | In a world where consumers can communicate, shop and learn based on their preferences (when, where and how), it is imperative for organizations to be available for customer interactions 24x7. In March and April 2012, Aberdeen surveyed 166 end-user organizations on their contact center workforce management activities. Of the 166 organizations surveyed, 101 indicated that they are currently using workforce management tools and processes as a strategic part of their contact center activities. This Aberdeen Analyst Insight will identify how Best-in-Class companies among those 101 organizations manage agent hiring, training, scheduling and performance management activities. The results will demonstrate how these differentiating factors can help companies accomplish improvements in key measures, including first call resolution rate, customer satisfaction and agent utilization. Request Free! |
