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Mastering contactcenterworkforcemanagement in your contactcenter isn’t just about efficiencyits about creating a positive ripple effect. Effective contactcenterworkforcemanagement is the key to keeping both your agents and your customers happy.
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. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.
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