contact center workforce Customer retention First call resolution 
Fonolo
MAY 30, 2023
By making sure customers are connected to the right agents – the ones with the correct skills to answer their query – WFM minimizes transfers and enhances overall customer satisfaction. But without skill-based call routing tools , it’s difficult to do in practice. The numbers back this up. What Should I Look for in WFM software?
CCNG
SEPTEMBER 11, 2024
The shift to remote work prompted contact centers to adapt their workforce management strategies. A recent study by Deloitte found that 67% of organizations plan to implement hybrid contact center models within the next two years. Harvard Business Review reports a 25% increase in customer retention rates.
Calabrio
MARCH 25, 2025
Optimized Call Center Operational Efficiency: By tracking relevant metrics, call center managers can streamline operations, reduce average handle time (AHT), and improve first call resolution (FCR). Book a free demo today.
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