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As a long-time industry analyst focused on the contactcenterworkforce optimization market, I have long questioned why small to medium-size (SMB) businesses do not get more love from the major WFO vendors. There are approximately 70,000 contactcenters in the United States, and 88 percent of these have 150 or fewer agents.
Let’s look at what sports can teach us about consistency in achieving contactcenterservicelevels—and how to adapt to even the most unexpected outcomes. That’s what we’re talking about here – the role of repetitions and preparing for the possibilities in contactcenter management.
Higher call volumes leading to longer wait times for your customers and higher stress for your agents? Maybe it’s time to consider the benefits of outsourcing some or all of that customercare volume. How are you staying on top of trends and preparing for the future of the contactcenter? Flexibility.
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