Discover how Aceyus' omni-channel capabilities can amplify the effectiveness of your contact center.
Aug 31, 2018 12:50:00 AM
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.
Aug 29, 2018 12:30:00 AM
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.
Jun 28, 2018 2:04:00 AM
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.
May 30, 2018 2:09:00 AM
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...
Apr 30, 2018 2:22:00 AM
6 Ways Data Can Empower Your Customer Service Agents
By providing data-driven resources, businesses enable customer service agents to deliver efficient and personalized experiences.
Mar 26, 2018 3:18:00 AM
How Will the GDPR Affect Your Contact Center?
Contact centers will have to audit everything from agent monitoring to self-service applications to ensure compliance with the GDPR.