You may be excused for thinking that occupancy and utilisation are terms that contact centres use interchangeably. However, these are two completely separate metrics.
Aspect surveyed the inbound customer service capabilities of 1000+ companies across North America and Europe. See what the “secret shoppers” found out about these companies and where the opportunities lie for those who wish to stand out from the crowd.
Use Case: Improve ability to monitor and train new agents Business Impact: Reduced coaching time, increased number of agents coached each week and improved average sales closing rate.
The shift to cloud is in full swing at an explosive level. Is your organisation ready to follow suit? This ebook is a must-read for leaders who are interested in moving their contact centre to the cloud.