Workflow management is the key to payroll efficiencies.

Running a contact centre is a crucial part of the modern business, but it comes at a cost. To perform efficiently, the contact centre must always have enough agents available to answer customer queries – ideally within seconds and during the first phone call.

Naturally, these agents must be paid, whether they are sitting idle or handling calls. The cost of having sufficient agents on standby 24/7 can be staggering.