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Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. Promoting agentempowerment through self-service WFM tools often include self-service capabilities that are empowering for agents. That’s a goal on every call center manager’s radar these days!
By focusing on agentempowerment, process optimization, and data-driven decision-making, businesses can create a contactcenter that not only meets but exceeds customer expectations, fostering long-term relationships and driving business success.
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