Recorded On: July 25, 2012

You’ve leveraged technology, such as call recording, quality monitoring and workforce management, to optimize the efficiency of customer-facing phone work. But what about all the off-phone work done in your call center and back-office operations?

Off-phone work, such as call wrap up, transaction processing, and special projects can take up to 50% of an agent’s time. Can you forecast, monitor and manage this workload, and the impact it has on your service levels?

This webinar will demonstrate how workforce optimization solutions from Verint Systems have been specifically designed to help contact centers and entire enterprises manage and improve the quality and efficiency of off-phone work.

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