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Remove 2022 Remove Average Handle Time Remove call center workforce Related Topics
Time management Agent burnout Schedule adherence contact center workforce Abandon rate Gamification Interactive Voice Response Quality management call center software contact center solutions More Related Topics >
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3 Things to Consider When Picking a Call Center Workforce Management Software

Fonolo

MARCH 8, 2022

Call centers that provide exceptional customer service usually have many people working behind the scenes to ensure operational efficiency. One vital aspect of call center efficiency is call center workforce management (WFM). Industry Report: State of the Contact Center 2022.

call center workforce 75
call center workforce Call Center Agent burnout Management 75
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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

JUNE 22, 2023

Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. For synchronous contacts, this includes hold times, transfers, and after-call work. Why do metrics matter?

Call Center 52
Call Center Metrics Schedule adherence Average Handle Time 52
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