The quality of work in your back office can heavily influence the quality of work life for your front-line contact center agents. Your agents may be receiving customer calls that could likely be avoided altogether if back-office inefficiencies were addressed.
To meet that need, Verint recently launched Verint Work Allocation ManagerTM—now part of its customer engagement optimization suite. Jenni Palocsik, solutions marketing director at Verint, recently spoke to Smart Customer....