Page 24 - The Road to Digitalization of your Contact Center
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24 Page 25 | Integration of Specialist Departments
Fair workload distribution thanks to application sharing
During normal operation, the service center often has customer consultants on duty who are not working at full capacity. When there is
Integration of Specialist Departments an overload, the opposite happens. In addition, specialists who are ready to help are occasionally overloaded by queries from customer
consultants. Cisco and Bucher + Suter respond to the workload imbalance and the monitoring problem with a special offer: a virtual
service center across all locations up to the specialist departments. Case managers and administrators receive the same license as
customer consultants, but at considerably lower prices due to smaller call volumes.
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