Gratiss E-Book

Title : Automated Quality: Six Steps to Success Edition :  Year : 2017 Authors :  Verint Publisher :  Verint Preface There is no activity in quality monitoring more time consuming  than manually scoring evaluations. With thousands of calls  to evaluate — and limited resources — quality staff may  struggle to accurately assess agents’ skill gaps and find  time for the one-on-one coaching that can help improve  agent performance. By introducing automated components — such as scoring  — you can revolutionize how your organization approaches  quality, shifting resources from identifying opportunities to  improve agent performance to actually improving it, and in  turn helping to make every agent your best agent. But your success in using automation is not dependent  on the technology alone — how you introduce the technology  into your organization can be just as important to your  success. A grad...

Title : The Must-Have Guide to Accurate Call Center Forecasting Edition :  Year : 2016 Authors :  Maggie Klenke, Chris Rainsforth, Charles Watson Publisher :  injixo Preface An effective forecast for an operations is like  having a healthy heart. Your forecast takes  in data and pumps out information and guidance  for your  scheduling  and service  level  management  functions.  Everything  is predicated  on getting the forecast  right. Forecasting is the most challenging function  in workforce management because accurate  data can be a challenge, business  information  doesn‘t  always  make  it back into  the  process,  and  a forecaster  is left  to  make  jud gement calls – and take accountability for it.  Getting educated on the principles of effective  forecasting  is a great  way...