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Why Its So Critical to Get Contact Center Management Right in 2025 In 2025, the contact center is no longer just a cost center; it’s an essential strategic asset in the pursuit of better customer experiences. ScheduleAdherence: Measures how well agents adhere to their scheduled work hours.
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. The Golden Rules of SLAs Real-time adherence Studies show that contact centers with WFM tools have a 7.5% higher adherence rate than those without.
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