The Real-Time Contact Center

8Productivity and Quality Enhancement Systems in Real-Time Contact Centers

Real-time engaged contact centers require numerous management and supporting applications and systems to operate efficiently. Requirements for applications are driven by the contact center’s business function, channels, size, purpose, and call direction.

Workforce management and e-learning are two management systems that, when used properly and consistently, improve agent productivity and service quality while reducing costs. Survey software, another management tool, is designed to measure customer satisfaction. Newer real-time survey products also help to reduce costs and improve quality by sharing survey results in near-real time with all operating areas.

Knowledge management ...