Resource Management

Resource Management

What is Resource Management?

Resource Management, also known internally as Coordinated Services, is an independant team that watches and monitors contact transactions and provides a level of triage and support to call center agents.

Affectionately known as “traffic control”, they help ensure that live contacts are being answered, agents are adhering to their schedules and that they can receive assistance when they need it. They also manage call outs, assist in coverage replacement and ensure that all skills have the adequate coverage they need.

Resource Management is a 24×7 team, always available to assist.

Why is it important?

Resource Management provides an important role, which is instant oversight to the goings-on in the contact center. 

How do we do it?

A team of Coordinated Services Advisors are always watching the dashboards of our systems — from contact handling to workforce management, to ensure they are utilizing necessary tools, monitoring the correct systems and responding to data in real time.

Resource Management plays a valuable, indispensable role in providing our contact center solutions to our clients. It helps us ensure that your customers receive timely, efficient answers to their needs. Working hand in hand with Call Center Operations and Workforce Management teams, RM truly keeps an eye-from-the-sky.

Quality Assurance

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