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Walking the Contact Center Floor Without Missing a Beat

dvsAnalytics-Encore-Workforce-Optimization

Although contact center managers and supervisors have a wider scope of responsibility—including compiling detailed reports, gathering customer feedback and accurately measuring KPIs—than at any time in the recent past, finding time to walk the center floor is still a priority for many of these professionals. After all, walking the floor gives the manager or supervisor […]

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A Closer Look at the Current—and Future—State of Service Delivery

dvsAnalytics Encore A Closer Look at the Current—and Future—State of Service Delivery

In the past, contact centers were generally concentrated in a single location, with rows of agents sitting side by side in cubicles, answering calls in order as they came in. But like all aspects of business, contact centers—and more specifically, the way they deliver customer service—have continued to evolve over time. For instance, today, contact […]

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