Engage
AV & Collaboration / capability
Contact Centres and Customer Engagement
The commonest quality complaint in a contact centre is the room. Ambient noise at the agent position is measurable in dB(A), measured at 3 p.m., not 8 a.m.
A contact centre is measured to two decimal places and built in whatever space was available.
Occupancy, average handling time and abandonment are tracked to the minute. The floor those numbers are produced on is usually specified by desk count. Then the customer hears the neighbouring agent's call, the agent raises their voice, and handling time moves for a reason no dashboard will ever explain.
Where SECCOM stops. Workforce management, scripting and quality scoring belong to the operation. SECCOM delivers the floor, the call path and the recording those depend on.
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