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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. Abandon Rate: The percentage of callers who hang up before speaking to an agent.
Real-timeadherence ensures that contact centers can react quickly to changing customer demand. Real-time monitoring lets supervisors follow agent activity, track scheduleadherence and make adjustments on the spot if needed. All roads should lead here, and WFM software puts you on track.
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