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Aspects of Oversight and Optimization Contact centermanagement, or callcentermanagement, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. But first, you have to capture that activity.
WFO is often used by callcenters to improve workforcemanagement and agent performance – and in turn, the customer experience. How does WFO work in the CallCenter? Workforce Optimization provides contact centermanagement with total visibility into quality and performance.
With the help of contact center optimization, the business manages its regular callcenter operations and improves employee engagement. It also manages the hiring and training of employees, callcenterworkforce scheduling and better customer interaction.
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