| Publisher | NICE Systems | ||
|---|---|---|---|
| Format | HTML | Date added | 12 Jul 2006 |
| Topics | Customer Support Services, Service Level Management | ||
| Downloads | 10 | ||
New England Business Service, Inc. (NEBS) operates two contact center sites with over 200 agents. NEBS contact center had previously relied on a competing workforce management product to efficiently operate its center, but efficiency was not being achieved. NEBS had to manually schedule its staff and found it difficult to accurately forecast contact trends and optimize its resources. Another problem area within the contact center was agent adherence which was reflected with poor time management among the agents. Inaccurate use of agent time was starting to reflect in lower customer service levels. NEBS decided to turn to TotalView Workforce Management from IEX to help achieve optimal workforce management in its contact center.
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