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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.
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.
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