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The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote callcenterworkforce management is likely to endure. Will remote agents continue to represent a significant proportion of the callcenterworkforce? The contactcenterworkforce was already going remote.
Based on a NobelBiz Webinar (CallCenter Talent Acquisition & Hiring for Success) , this article aims to understand what the callcenterworkforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes.
How does WFO work in the CallCenter? Workforce Optimization provides contactcenter management with total visibility into quality and performance. WFO is not just a single component; it bridges the span of the contactcenter to tie activities into an integrated strategy, working towards common business goals.
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