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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. ScheduleAdherence: Measures how well agents adhere to their scheduled work hours.
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. higher adherence rate than those without.
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