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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. And of course, happier employees offer better service, which again improves customer satisfaction.
In this guide, well break down what contact centerworkforcemanagement truly means, why its a critical part of your operations, and share practical tips to help you level up your strategy. What Is CallCenterWorkforceManagement? Of course, you should continuously change team members every month.
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