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Assistant Vice President - Head of IT Customer Service
VP, Product Management
Senior Manager Forecasting & Scheduling
The combination of screen and speaking waveform gives the contact centre supervisor fast and flexible access to a portion of a call, such as 'hold music' so you can find out why a call was transferred, or a significant pause in the conversation - which could link back to poor database response rather than agent skill. This means that supervisors spend less time analysing and more time troubleshooting to ensure business processes function more smoothly.