| Publisher | NICE Systems | ||
|---|---|---|---|
| Format | HTML | Date added | 12 Jul 2006 |
| Topics | Customer Support Services, Service Level Management | ||
| Downloads | 9 | ||
Eskom Holdings Ltd. of South Africa is one of the world's leading power producers, supplying virtually all of the energy to its home country and half of the power across the African continent. Until recently, managing Eskom's contact center workforce efficiently and effectively was a major challenge - and performance suffered as a result. Service level adherence (calls answered within 30 seconds) was just 67 percent, and the company had minimal insight into its scheduling practices and strategies. The centers' lack of effective scheduling practices and an inability to share contacts between the company's seven contact centers was hindering the operation's success. To find relief, Eskom enlisted the aid of the IEX TotalView Workforce Management system.
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