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The Power of Real-Time Delivery: Using Agent Idle Time to Improve Service

By Donna Fluss



Even in the best-managed and busiest contact centers, where workforce management solutions are used to optimize agent schedules, there will always be unexpected downtime without calls. Using this idle time productively will improve agent satisfaction and service quality while reducing agent-related costs. Delivering real-time, targeted training, coaching and communications during slow periods can alter your contact center’s dynamics – boosting productivity, quality and customer perception. This white paper presents a framework to help determine if these solutions are right for you and how they can benefit your organization.

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