ISI Telemanagement Solutions, Inc., is proud to be a sponsoring partner of this year’s Cisco Partner Appreciation event taking place March 15, 2016, in sunny Ft. Lauderdale, Florida. David Dishek, Unified Collaboration Practice Lead with ISI, will be in attendance to represent the company, network with other attendees, and discuss ISI’s business solutions.
Workforce optimization may be easier said than done. However, with the right tools and proper technology, you can empower your workforce and differentiate your business from your competitors. In our last post, we discussed the revenue booster Speech Analytics, and when coupled with Collaboration Recording and a Workforce Management application, you’ve got an instant Workforce Optimization Suite (WFO).
Contact center metrics are important for understanding how your contact center is performing and assessing where to make improvements. Performance data such as average handle or hold time are easy to ascertain with traffic analysis, which we discussed in our last blog entry. By knowing your customers’ calling habits, i.e., who is calling, when they are calling, and how often they call, you get a good estimation of your contact center’s overall volume. However, other metrics like first contact resolution, customer satisfaction, and agent productivity are equally important measures for contact centers as they speak to your brand.