If you had a crystal ball to see into the future, who do you think would be your top performing agents? Now take that and scale it to all of your call centers both internal and external.
How would this impact your business?
Here is a list of just a few examples:
- We would know where the gaps are in hiring and the costs needed to fund recruitment and onboarding
- Our scheduling would be much easier
- We could predict what the AHT would be before any calls were made
- We would know how many support people to place into each channel with a good estimate of FCR
- We would have a better handle on turn-over
Taking a look at just this small list you can tell that having the ability to predict who your top agents were is pretty powerful.
Now I will let you in on a secret – ACES (accelerated contact engagement system) gives you this ability.
ACES gives you a scalable way to catch agent errors before they happen! Using it’s a powerful simulator, ACES allows you to build realistic immersive simulations that feel like your taking on a real call or chat session.
To see some examples of ACES in action, just click this Videos