White Paper Examines Contact Center Workload

WOBURN, Mass. - July 24, 2017 - PRLog -- Parlance, developers of virtual agent solutions for enterprise call management, today released a new white paper that examines the different types of workload at play in contact center environments, and provides recommendations on how to solve many common workload challenges. The paper provides a unique take on an often overlooked group in the contact center that can routinely suffer from excess workload — callers.

The new paper, titled "Taming Contact Center Workload", discusses the increasing importance of excellent customer experiences and looks at the difficulties contact centers have in delivering them – despite increasing staffing levels. The paper focuses on four main groups in the contact center that can suffer from workload challenges – callers, agents, managers, and IT resources.

Solutions to address the assorted workload challenges are also examined, and recommend today's latest advanced speech self-service solutions as a fast and effective means of alleviating workload, increasing capacity, improving operational efficiency, and enhancing the customer experience.

The study can be accessed via the Parlance website, at http://info.parlancecorp.com/taming-contact-center-workload-cta.