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 […]
Competitive Piano Playing – The Secret Of Agent Engagement
Staff turnover and absenteeism A Contact Babel report stated that average levels of staff turnover in the US were 29%. Meanwhile, Carolyn Blunt of Amber Real Results consultancy mentioned that average absenteeism in the UK was 11%. Imagine a 200-seat contact centre. 58 agents will leave each year, while 22 agents will be on the […]
