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Managers know that callcenterworkforce management matters. Put it another way: if customer interactions are at the heart of a contactcenter’s success, then effective workforce management is the backbone. That’s why contactcenters are investing in it in droves.
Mastering contactcenterworkforce management in your contactcenter isn’t just about efficiencyits about creating a positive ripple effect. Effective contactcenterworkforce management is the key to keeping both your agents and your customers happy. Start with these key steps.
Ultimately, they must all be working in concert with each other, united by clear planning and goal-setting, effective measurement and reporting, and holistic optimization efforts that drive continuousand comprehensivecontact center improvement strategies.
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