Call-back, routing and queue management

Call-back, routing and queue management

This is an extract from the UK Contact Center Decision-Makers Guide, (2014 – 12th Edition), the major annual report studying performance, operations, technology and HR aspects of UK contact center operations.

This guide identifies major pain points and issues that impact the contact centre industry, including how to tackle them and deliver significant results for your business:

  • Improving quality, performance and profitability
  • Efficiency, agent optimisation and HR management
  • New media and the future customer and strategic directions

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