Combine NewVoiceMedia and Verint Monet WFM to take positive steps towards balancing the cost vs. service dilemma using the most accurate data source possible: your own contact center data.
Your agents are the most valuable resource you have.
Not only because they are highly skilled and adept at dealing with customer contacts but because they can account for up to 70% of a contact center’s cost.
Solving the cost control vs service level dilemma It’s a fine line that you, as management, have to tread.
Overstaffing incurs extra cost for the contact center but guarantees short queue times. On the other hand understaffing helps with budget cuts but results in reduced service levels as customers have to queue to speak to someone.