Agent Empowerment contact center workforce Schedule adherence 
Fonolo
MAY 30, 2023
Real-time adherence ensures that contact centers can react quickly to changing customer demand. Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed.
Calabrio
FEBRUARY 25, 2025
In a 2024 G2 report based on input from real users, NICE WFMs Ease of Setup score was the lowest among leading contact center workforce software providers. It provides tools for forecasting, scheduling, performance management, and workforce engagement, catering in particular to the needs of larger enterprise contact centers.
Calabrio
MARCH 22, 2025
By focusing on agent empowerment, process optimization, and data-driven decision-making, businesses can create a contact center that not only meets but exceeds customer expectations, fostering long-term relationships and driving business success. Optimizing occupancy rates can improve agent utilization.
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