| Publisher | NICE Systems | ||
|---|---|---|---|
| Format | HTML | Date added | 20 Jan 2009 |
| Topics | Bank Management, Customer Support Services | ||
| Downloads | 136 | ||
The Bank of America contact center infrastructure is 10,000 agents strong with 33 sites that handle a combined 78 million calls annually. Earlier, the bank sites used a combination of automated workforce management systems and manual processes. The workforce management structure was not leading to the results that they needed to operate an effective, efficient contact center that would satisfy its worldwide customers. They needed a workforce management system that could handle their complex environment but it needed to be easy for the operations and front office teams to learn and use. TotalView Workforce Management provided with a system that showed immediate results with employees and has had a positive impact on all of their customers.
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