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Executive Guide to 6 Call Center Metrics 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 servicelevel targets while keeping costs in check. higher adherence rate than those without.
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.
In a 2024 G2 report based on input from real users, NICE WFMs Ease of Setup score was the lowest among leading contactcenterworkforce software providers. These capabilities are designed to optimize staffing levels, minimize overstaffing or understaffing, and ensure servicelevel targets are met.
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