A User Interface for every type of Agent with Omningage’s Desktop Designer Tool
Contact centres play a pivotal role in driving customer satisfaction and revenue growth. However, not all agents are “Customer Service” many sit in Sales, Collections, HR or Helpdesk roles. All require different metrics so, to meet the diverse needs of contact centre users, Omningage has introduced its shiny new ‘Desktop Designer’ tool. The solution […]
Why do eagles drop tortoises on rocks?
Fun fact of the week! Aeschylus, the ancient Greek playwright, had fought in and survived the three main battles of the Persian wars. He died at the age of 67 when an eagle dropped a tortoise on his bald head.Why do eagles drop tortoises on bald heads? What’s this got to do with IT? Eagles […]
Key Performance Indicators – Keeping Score In the Contact Center
Key Performance Indicators (KPIs) and contact centres go together like fish and chips. When contact centre platforms were developed, agents’ performance started being measured by technologies, such as reporting, BI and analytics, that generates a blizzard of statistics. With this KPI data, contact centre managers can track almost every aspect of an agent’s working life […]
