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Real-time monitoring lets supervisors follow agent activity, track scheduleadherence 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.
Emphasis on agentempowerment: Features like mobile self-scheduling, automated quality management, and intuitive AI-powered BI tools empower agents, boosting engagement and job satisfaction.
By focusing on agentempowerment, 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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