Accenture Achieves Meets Gold Standard Using IEX Workforce Management System

TMCNet
Accenture Ltd. is committed to providing innovative consulting, technology and outsourcing services designed to help customers transform their operations into high performance business units. On behalf of its outsourcing clients, Accenture operates contact centers all over the world, including India. As a result of the widespread adoption of offshore outsourcing, Accenture’s India sites have grown rapidly. Faced with mounting pressure to maintain high standards of service quality throughout the rapid growth period, Accenture had to quickly ramp up its operations to support the centers’ in reaching and sustaining a high performance environment. Critical contact center tools were not operating as required and cost controls were strained due to a high rise in growth and client expectations. more...