The Agent Experience
We have entire teams dedicated to our Workforce Optimization practices, and this practice strengthens our ability to deliver a holistic view of your organization and operations. With our experience in premise and cloud Workforce Optimization solutions, we can help make sure you’re developing your team into the most efficient, empowered team possible.
For example, getting call surveys scores back to Agents and Supervisors in real time, in addition to meaningful historical metrics so you can see how your training and policies are moving the needle.
Virtual & Real Agents
Since 2020, New Era has had an OnShore Staffed Contact Center to help with your urgent and overflow capacity; we’re engaged with several large public initiatives to provide capacity – this helps keep our critical institutions running well. With our Business Process Outsourcing offering, we have a platform to extend your reach, and serve as a test bed for new ideas and approaches.
