Fonolo

MAY 30, 2023

That’s why contact centers are investing in it in droves. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. They can manage their own schedules, request time off, and swap shifts, too.

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contact center workforce Best practices Contact Center Management 106

Balto

JANUARY 17, 2025

Mastering contact center workforce management in your contact center isn’t just about efficiencyits about creating a positive ripple effect. Effective contact center workforce management is the key to keeping both your agents and your customers happy. Start with these key steps.

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contact center workforce Contact Center Management call center workforce 52

Calabrio

MARCH 22, 2025

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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Best practices Contact Center Management Call Center 52

Aspect

MAY 15, 2018

billion in 2025. Vendors are now starting to look at how AI can be applied to enhance the performance of agents, supervisors, managers, workforce planners, quality analysts and other members of the contact center workforce.

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Contact Center contact center workforce Airlines Virtual Agent 68

DMG Consulting

MARCH 11, 2021

Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report. DMG expects the WFM market to grow by 10% in 2021, 11% in 2022 and 2023, and 12% in 2024 and 2025.

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