Unexpected events have an adverse impact on the customer's experience due to uncontrolled wait time, wasted agent capacity and missed revenue opportunities.
In this podcast, ICMI's Alex Dering talks with Marsha Calfee, Director of Product Marketing for Genesys' Informiam product line, about creating a framework for positive business management that involves everyone -- from senior execs to frontline agents -- and how contact centers can manage unexpected events in real-time.
You'll learn the components of a proactive business management model, how it differs from using traditional historical reporting tools, and the benefits that this model will bring to the rest of your enterprise.
