Systems and methods for workforce optimization

Systems and methods are disclosed for an integrated process for optimizing operations at a contact center. In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with t...

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Hauptverfasser: NIES JAMES G, MCLEAN NICK, BOURNE JOHN, KEREN SHIMON, FAMA JASON, LYERLY THOMAS, WATSON JOSEPH, MURRAY ED, BOURKE MIKE, IANNONE JEFF
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creator NIES JAMES G
MCLEAN NICK
BOURNE JOHN
KEREN SHIMON
FAMA JASON
LYERLY THOMAS
WATSON JOSEPH
MURRAY ED
BOURKE MIKE
IANNONE JEFF
description Systems and methods are disclosed for an integrated process for optimizing operations at a contact center. In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with the campaign to produce agent-customer interactions; measuring agent performance on the interactions to produce quality metrics; analyzing the metrics to produce a rating; combining quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.
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language eng
recordid cdi_epo_espacenet_US2007198322A1
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subjects CALCULATING
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
ELECTRIC DIGITAL DATA PROCESSING
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
title Systems and methods for workforce optimization
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