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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. Intraday management.

call center workforce 75
call center workforce Call Center Agent burnout Management 75
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2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With “Less”

Balto

APRIL 20, 2023

We asked respondents which metrics they were most concerned with, and their results varied when broken down by whether or not they had done layoffs. They did, however, care more about dials per week and average handle time. All three top metrics point towards an emphasis on the customer experience.

Contact Center 52
Contact Center Real estate Transportation Average Handle Time 52
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