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This results in long waittimes and abandoned conversations. Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting.
Utilizing Call Center Real-Time Analytics Employing real-time analytics enables operations managers to make informed decisions and respond promptly to changing trends. By monitoring key performance indicators (KPIs) in real time, managers can identify issues and implement solutions before they escalate.
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