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A Contact Center Crystal Ball

Interactive Intelligence
Published:  Apr 23, 2014
Length:  12 pages

If a contact center executive could have anything, it would be certainty… of contact demand, resource availability, operational efficiency, and of agent performance and customer experience delivery. But certainty in a contact center is nearly impossible, and in the absence of a crystal ball, mathematical models provide the next best thing. They alert, evaluate operational risk, and propose business and resourcing solutions. And now, the best of these models also determine expected experience delivery.

Tagsinteractive intelligence, contact center, customer service, customer experience, cost, revenue, telecom