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Ultimately, if your software cannot produce the required number of full-time equivalent (FTE) to meet your goal (service level or abandonrate) then it’s not a WFM platform. If your platform produces amazing forecasts but no aligned schedules, then you likely have a data analytics platform and not a WFM platform.
This is where CX analytics plays a vital role. By analyzing and interpreting customer data, CX analytics delivers factual insights that allow companies to personalize their support services – they become better equipped to address customer needs and pain points.
By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. This results in enhanced customer experience, reduced abandonmentrates and improved overall customer service quality. from 2022 to 2030.
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Abandon rate 
195 
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