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Callcenters that provide exceptional customer service usually have many people working behind the scenes to ensure operational efficiency. One vital aspect of callcenter efficiency is callcenterworkforcemanagement (WFM). Industry Report: State of the Contact Center 2022. Scheduling?
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?
Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain callcenter and agent efficiencies. Leverage technology to identify trends in the number of calls, peak times, holes in knowledge, and other key callcenter operational metrics.
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