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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. This allows you to know, based on the latest information, if you’ll be able to meet your service level and abandonrate goals for today.
These technologies work in tandem to help contact centers automate various tasks, such as call scheduling, call routing, answering FAQs, integrating Customer Relationship Management (CRM) systems, gathering customer data in real-time, and more.
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