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The Golden Rules of SLAs Real-timeadherence Studies show that contactcenters with WFM tools have a 7.5% higher adherence rate than those without. Real-timeadherence ensures that contactcenters can react quickly to changing customer demand.
Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer waittimes. Thats why effective contactcenterworkforce management is a cornerstone of any successful operation.
Scheduleadherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. This results in long waittimes and abandoned conversations. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO.
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