What are the challenges facing

What are the challenges facing contact centers in striving for productivity and their drivers? TRUDY CANNON: Multiple systems and channels that are supporting the agent across different types of work are causing disparity across productivity scores and results. In addition, the time it takes for supervisors to manually find the data across platforms and pull them into reports increases operational costs in the contact center.







Not to mention that their time is better spent coaching and engaging ooo://lastdatabase.com/ with employees to elevate quality performance. With data living everywhere, organizations are infusing automation across their tools and applications to connect data silos and create a single view of employee performance. The ability to automatically capture, analyze, and report on agent productivity improves efficiencies and the experience for employees and managers.







DANA SHALEV: First, digital touchpoints – from chat to IM to social media — are changing how consumers are interacting with brands, how agents are interacting with customers, and