Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning.

Published on 21 August 2024

The modern contact centre has arrived

Make sure your agents don’t get left behind

Contact centres have traditionally been restrictive environments; contact volumes are constantly in flux and agents must be available to meet customers’ needs at all times. But as work-life balance and flexibility become more important to employees across all industries, these agents can’t be left behind. So, what can contact centres do to balance their needs with those of their agents? And what do they stand to gain?