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It also takes into account the skill sets of different agents to better optimize staffing, and forecasts future needs so callcenter teams can adequately train current and future agents to effortlessly meet demand and maintain quality.
How WFM and QM combine to engage an offsite callcenterworkforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the callcenter—the remote agents. Trusting relationships can be difficult to foster at a distance.
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