Bank of America manages call centre workloads with IEX

Bank of America manages call centre workloads with IEX

Bank of America has selected IEX's workforce management technology to improve the productivity of more than 11,000 contact centre agents.

TotalView automates the process of scheduling service agents in a single or multi-site centre, matching available resources to forecasted workloads.

Additional features include skills-based and multimedia scheduling, real-time and historical adherence, short-term and long-term resource planning, intraday management, holiday planning, enterprise reporting and Web-based delivery of agent schedules and statistics.

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