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That’s why contactcenters are investing in it in droves. In fact, Gartner reports that by 2025, 60% of contactcenters will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. higher adherence rate than those without.
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.
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