“Impact 360 illustrates a trend in the industry dovetailing call centers' performance goals with the corporate aims of their companies. The solution brings together the tools that agents and supervisors track to bolster contact center performance. This not only sets a standard for what call centers should look for in workforce optimization software, but it also helps them understand how they can perform at their best.”
“Call center managers have to become masters of more than telephony. They have to understand complex human dynamics. They have to be able to use analytics and business intelligence tools to discern patterns of agent and customer behavior. As a call center manager, make your CEO understand that you aren't really responsible for 'calls' -- you are responsible for 'customers,' which are fundamentally more important to your company than calls.”
