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Mastering contactcenterworkforce management in your contactcenter isn’t just about efficiencyits about creating a positive ripple effect. Effective contactcenterworkforce management is the key to keeping both your agents and your customers happy. Start with these key steps.
By drawing on the aggregated knowledge and experience of the contactcenterworkforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Information from each customer contact is collected, labeled by the agent, and stored for future use.
For example, if your agents struggle in a particular area, focusing your training efforts on it will improve your agent performance and help meet your workforce management targets. Not only will you reduce your agent turnover rate but also make your customers more satisfied.
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