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Executive Guide to 6 Call CenterMetrics What is Workforce Management in a Call Center? Simply put, workforce management is the strategic discipline of carefully deploying your resources, so you hit your service level targets while keeping costs in check. It’s a great idea – and an obvious one.
Mastering contactcenterworkforce management in your contactcenter isn’t just about efficiencyits about creating a positive ripple effect. Effective contactcenterworkforce management is the key to keeping both your agents and your customers happy. Start with these key steps.
A contactcenter platform will help manage and enable direct customer communications across channels. A customer journey or interaction analytics platform may collect and analyze aspects of customer interactions to offer insights on how to improve key service or sales metrics.
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