Tag: workforce optimization

  • Global survey reveals that offline activity scheduling in contact centres is not optimised

    Global survey reveals that offline activity scheduling in contact centres is not optimised

    Organisations missing out on benefits delivered by automation and integration with enterprise systems

    Birmingham, 29 November 2016. Silver Lining Solutions will today launch the findings of its global research survey into the management of ‘offline’ activities in the contact centre at The Forum’s annual Planning Conference in Nottingham.

    While it would appear that a variety of systems are being used to schedule offline activities for a wide range of different job roles, the survey reveals that scheduling might be being left behind in how it is being integrated with other increasingly popular and effective measures.

    Download the report in the main article.

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