Discover how Aceyus' omni-channel capabilities can amplify the effectiveness of your contact center.
Transparency into Agent and Supervisor Activity: the Aceyus Reporting-CaféX Supervisor Assist Integration
Contact Center Metrics Part IV - WFM: A New Perspective
Some contact centers have discovered more advanced ways to use metrics like precision queues and attribute-based routing for Workforce Management (WFM) tactics to affect agent turnover by balancing occupancy and utilization.
Contact Center Metrics Part III - Experience Matters
Contact centers must shift their reporting to capture metrics that align with business priorities - i.e., the customer experience.
The Next Wave: What Contact Centers Need to Know About Generation Z
As Generation Z enters the workforce and their prime consumer years, businesses will implement wide-sweeping changes to their contact centers.
Contact Center Metrics Part II - Moving Towards Omni-channel
The rise of multi-channel and now omni-channel means that contact centers have to track more than traditional transactional metrics.
Contact Center Metrics Part I - The Origin Story: Transactional Metrics
Shifting business priorities have drastically impacted operations in many contact centers, though the changes have yet to propagate...