How ‘Real Time' Can Revolutionize Your Contact Center

Real Time Workforce Optimization – the Essential Role of Real Time Analytics, Reporting, Scheduling and Training

Leveraging the Real Time Power of the Contact Center
Up until a few years ago, the contact center was an overlooked and relatively untapped source of business intelligence. The full extent of its value to the enterprise as a whole has only come to light in recent years – mainly due to the emergence of technologies that enable organizations to capture and meaningfully evaluate multimedia interactions. These days, various workforce optimization (WFO) applications are routinely used in contact centers worldwide. However, most of these technologies fail to leverage one of the contact center's most unique characteristics – it operates in real time, therefore it offers incredible potential to provide invaluable, up-to-the-minute intelligence that can impact and influence the performance of every sector of the enterprise. An unprecedented degree of decision-making agility can be achieved by monitoring, changing, and/or modifying the behavior and actions of contact center agents in real time.

With the advent of real time performance optimization solutions, such as business analytics and automated agent coaching, the contact center is finally being recognized as a mission-critical business intelligence center that delivers a strategic advantage to the enterprise as a whole. Indeed, real time intelligence garnered from customer interactions can be leveraged to improve managerial decisions and investments made by strategic-level departments, such as sales, marketing, human resources, research & development, finance, operations, etc.