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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. Switching to an entirely remote workforce can solve many staffing challenges.
For contactcenter managers, trying to keep a full staff of experienced agent can feel like trying to fill a leaky bucket. Offer regular feedback: Constructive feedback helps agents identify their strengths and areas for improvement, reinforcing their understanding of best practices and get better at their job.
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