According to Deloitte, 74% of companies cite cost reduction as a top priority. This translates to budget cuts for contact centres, and a heavy burden for WFM and operations leaders. When British Gas had to address this challenge, they turned to real-time automation to meet service level despite the growing complexities of the contact centre environment.
Find out how the following groups were impacted in this webinar recording:
• Workforce management – improving process to meet key metrics (service levels)
• Supervisors/managers – helping address agent issues and improve adherence
• Agents – boosting performance and morale