For contact centers, meeting financial goals almost always means managing labor costs. Industry analysts estimate that front-line agents represent about two-thirds of the overall contact center operating budget—more than telephony, technology, rent and utilities combined. To successfully meet your contact center’s financial targets, you need to first optimize your workforce.
There are three key ways you can achieve more from your contact center workforce and reach your financial goals. These include creating a virtual workforce, maximizing agent productivity and leveraging self-service whenever possible.
This article shares insights on how to achieve all three.
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