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Simply put, workforce management is the strategic discipline of carefully deploying your resources, so you hit your servicelevel targets while keeping costs in check. It can transform the customer and agent experience by aligning staffing levels with customer demand. higher adherence rate than those without.
Emphasis on agentempowerment: Features like mobile self-scheduling, automated quality management, and intuitive AI-powered BI tools empower agents, boosting engagement and job satisfaction. It emphasizes automation and efficiency, providing tools for automated scheduling, adherence monitoring, and performance tracking.
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