When receiving a customer list to contact how can you be sure a customer is only contacted once, and how close is the list to being complete and in real-time?

The contact center work force management team are constantly asked to make updates to telecom system and agent's system. With over 1600 schedules to manage, and only 12 people to work the requests, what can be done to manage the chaos?

Contact Center's are very well equipped to record interactions that agent's have with customers. This project was set up to help track agent's helping other agent's.

Sending filter requests to multiple information silos and coming back with baked bread.

What were the metrics by the end of the day? What were the metrics by the end of the shift? What alerts and client issues were encountered during the shift? Why sort through 3 different reports to make those call outs? What were the results of previous call outs without sorting through emails?

Messages received over night need to be handled in the morning.

Did the customer press the wrong button while rating their experience talking with their customer service representative? What happens then?

Sometimes in a big organization the groups performing the various operations of a business do not manage their employee's the same way that Human Resources does. Workforce Management team members, Service Line Directors, Managers, and Supervisors all need to be on the same page about employee resources, and how they can be best utilized to maintain service levels.

Capturing and recording the results of a Quality Audit on an interaction might be easy. But when every agent needs to be audited 4 times a month it is hard to determine how audits have been performed and still need to be performed.

The contact center is very good at measuring an agent's productivity while they are taking phone calls. What about when they need to work messages coming from different systems. How can you measure their productivity?