Discover the benefits of a CCaaS platform designed for your agents
Download the guide below
About the White Paper
Do you know if your contact center is designed for the agent?
Most contact center platforms have been designed for the needs of contact center management or administrators - but this architecture often comes with the cost of agent frustration and poor customer experience.
When you focus first on the agent’s experience, you elevate the customer experience in tangent – your agents are happier, they’re able to do their jobs easier and more efficiently, and they’re able to provide your customers with better interactions.
In this white paper, you’ll:
- Learn how an agent-first design bolsters agent engagement;
- See how a business’s bottom line and operational efficiency can benefit from an agent-first focus;
- Take an easy, 3-step test to see if your contact center system is designed with the agent at top of mind.
About the Author:
Ric Kosiba
Chief Data Scientist
Ric is a pioneer in the development and application of advanced mathematical modeling systems, complex simulation what-if software, mathematical optimization, forecasting technologies, and artificial intelligence/machine learning systems, and their use by non-technical customers. He is well known for his work in the call center industry, with a regular column in the Society for Workforce Planning Professionals' quarterly publication.
