You may be excused for thinking that occupancy and utilisation are terms that contact centres use interchangeably. However, these are two completely separate metrics.

Use Case: Improve ability to monitor and train new agents Business Impact: Reduced coaching time, increased number of agents coached each week and improved average sales closing rate.

The shift to cloud is in full swing at an explosive level. Is your organisation ready to follow suit? This ebook is a must-read for leaders who are interested in moving their contact centre to the cloud.

What is the main role of a Chief e(X)perience Officer (CXO)? To make the customer experience a strategic pillar of the company. This white paper looks at the role and asks: does your business need a Chief Experience Officer?

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