AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE...
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Transcript of AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE...
![Page 1: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.](https://reader036.fdocuments.us/reader036/viewer/2022062618/5514de42550346935c8b54e7/html5/thumbnails/1.jpg)
AIRS 2009
![Page 2: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.](https://reader036.fdocuments.us/reader036/viewer/2022062618/5514de42550346935c8b54e7/html5/thumbnails/2.jpg)
WIN 211 Circa 2006
![Page 3: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.](https://reader036.fdocuments.us/reader036/viewer/2022062618/5514de42550346935c8b54e7/html5/thumbnails/3.jpg)
The Traditional Contact Center
‘70s
‘80s
‘90s
‘00s
![Page 4: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.](https://reader036.fdocuments.us/reader036/viewer/2022062618/5514de42550346935c8b54e7/html5/thumbnails/4.jpg)
The Traditional Contact Center
![Page 5: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.](https://reader036.fdocuments.us/reader036/viewer/2022062618/5514de42550346935c8b54e7/html5/thumbnails/5.jpg)
Multi-Site Challenges
Time of Day % Allocation
Bu
sy
No A
nsw
er
![Page 6: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.](https://reader036.fdocuments.us/reader036/viewer/2022062618/5514de42550346935c8b54e7/html5/thumbnails/6.jpg)
Hub & Spoke
![Page 7: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.](https://reader036.fdocuments.us/reader036/viewer/2022062618/5514de42550346935c8b54e7/html5/thumbnails/7.jpg)
![Page 8: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.](https://reader036.fdocuments.us/reader036/viewer/2022062618/5514de42550346935c8b54e7/html5/thumbnails/8.jpg)
Changing The “Traditional” Model
‘70s
‘80s
‘90s
‘00s
![Page 9: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.](https://reader036.fdocuments.us/reader036/viewer/2022062618/5514de42550346935c8b54e7/html5/thumbnails/9.jpg)
Changing the “Traditional” Model
![Page 10: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.](https://reader036.fdocuments.us/reader036/viewer/2022062618/5514de42550346935c8b54e7/html5/thumbnails/10.jpg)
SaaS