Call Center Operation

Index 303

Index

reporting and forecasting, 70–71

scheduling, 69–70

threshold alert and, 76

two-step reference guide for, 78

virtual contact center, 71–72

what-if scenarios, 71

Workforce management system (WFM),

64–68

advanced, 67

at Axtel, 167

cost comparisons among, 68

for multimedia centers, 66–68

Workforce optimization, 110–118

customer experience and, 112

customer loyalty, profitability and,

116–117

employee environment and, 112–113

employee loyalty and, 115–116

importance of employees to, 117–118

staffing, customer service and, 111–112

value creation and, 110–111

Workshops

customer relationship management, 226

customer service representative, 145–152

supervisory ...