Maintaining service levels in Contact Centers can be challenging, especially when asked to do more with minimal staff. One way to tackle this challenge is to optimize the processes and operations of the Contact Center.
A fundamental element of optimizing the process is the analysis of workflow and communication, with the goal of improving performance regardless of the underlying technical components. We seek to uncover opportunities for process improvement, not just technology updates. However, we will also examine the system components, configurations, and call flows.
— James Madeupguy, CTO, ABC Inc | Redmond, WA —
INSIGHTS
by JR Simmons, founder, COMgroup