Philip Lacey, CTO of bxp software and erstwhile contact centre director believes that disposition codes are adequate, as far as they go, but if you need more detailed analysis, reduced wrap time and a more seamless customer experience, you should be considering software that allows you to deploy ‘Outcomes’

Disposition codes tag inbound or outbound calls to pigeon-hole how they ended. But what if the chosen code, or Outcome, could drive work as well as classifying the call? Wrap and Not Ready time can make a significant difference to the profitability of a programme, so why not automate as many post-call work functions as […]