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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 pandemic forced companies to try remote callcenter agents.
How does WFO work in the CallCenter? Workforce Optimization provides contact center management with total visibility into quality and performance. WFO is not just a single component; it bridges the span of the contact center to tie activities into an integrated strategy, working towards common business goals.
If you’re curious about the latest developments in callcenterworkforce management, join us for a captivating episode of ‘First Contact: Stories of the CallCenter,’ featuring Jon Arnold, a leading analyst in communication tech. Explore lessons, regulations, and strategies for contact centers in 2023.
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