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Managers know that callcenterworkforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves.
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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