Consolidating call centers
Comverse Technology Inc., Verint's majority stockholder, is purchasing 3 million in perpetual preferred stock from Verint to finance the [email protected] The technology from the combined company would include quality monitoring, Internet protocol recording, multimedia interaction capture, speech and data analytics, performance management, contact center and enterprise workforce management, e-learning, e-coaching and customer feedback management.Start out right by building upon a well-run operation.Cross-train Staff: In most all cases the goal is for all call center staff to handle all types of calls in every situation.
While a common response might be one, this is often not the case and could be in error.This task of consolidating the call centers is made more difficult by the number of This entry was posted in Case Interview Questions, operations strategy, organizational behavior and tagged Huron Consulting Group, Insurance Property & Casualty, operations strategy, organizational behavior. Call centres have become a hot topic in the media with stories of bad service, moves to other countries and poor working environments.The new company would also extend analytics and workforce management beyond the contact center.
"Witness is the platform for us to deliver this intelligence to the contact center and beyond to the enterprise," Bodner said.Communicate Clearly: Consolidations of any sort, and especially call centers, are rife with unwarranted speculation, rumors, and assumptions.