Leveraging advanced Machine Learning solutions, the entire solution becomes Data Driven and Automated.. This technological synergy has paved the way for a revolutionary approach to managing Agent Attrition in contact centers.
Workforce management (WFM) for contact centers involves the strategic coordination and optimization of various resources, including personnel, technology, and processes, to ensure efficient and effective operations within a customer support environment
The metrics discussed, help get an insight into the Agents daily activities, engagements, efficiencies and gaps in better utilization towards higher operational outputs and customer satisfaction. Complementing KPI understanding with the right Visualization helps business understand more details and determine the right actionable steps to mitigate issues.
Contact Center Analytics refers to the process of collecting, analyzing, and interpreting data generated within a Omni Channel Cloud Contact Center environments like Gynesys, NICE, Five9, Cisco, Avaya, Zendesk, Talkdesk, Amazon Connect, Dialpad and others