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Agent burnout contact center workforce call center workforce Schedule adherence Morale Average Handle Time Customer Support Metrics Employee engagement Call Center More Related Topics >
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Workforce Management for Call Centers: What You Need to Know

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.

Call Center 52
Call Center Schedule adherence call center workforce Management 52
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The Importance of Accurate Forecasting for Omnichannel Volume

Playvox

MAY 25, 2023

Forecasting is critical because the other option is pure guesswork. No contact center wants to be caught off-guard by unexpected volumes and missed service levels on a daily basis or be blind to what is going on in real time across their business. How Does This Impact Omnichannel Forecasting? Complaints 2.

Contact Center 55
Contact Center Workload forecasts Agent burnout Customer retention 55
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