It is a solution for strengthening the consultant management function developed for the integrated operation of customer contact center from overall schedule management to systematic consultant management in a customer contact center.
Effective layout of consultants based on accurate prediction
Improvement of productivity and service level
Flexible scheduling
Strengthening the use of idle hours through improvements of schedule fulfillment rate
Comprehensive use of various consultant evaluation indices
Comprehensive performance of consultant, team, group, center, and enterprise-wide produced
Maximization of customer satisfaction with the improvement of consulting quality
Best and worst call listening and training function
Improvement of consulting quality of consultants and center through interlink
Effective education in linkage with KMS (PriWay)
Cost and time saving required for education and testing
Improvement of learning effects
Inducing the voluntary learning of consultants
