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The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote callcenterworkforcemanagement is likely to endure. Will remote agents continue to represent a significant proportion of the callcenterworkforce? The contactcenterworkforce was already going remote.
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 contactcentermanagement with total visibility into quality and performance.
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