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Call Center Workforce Management Metrics: How To Measure And Improve Performance

Playvox

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management metrics provide crucial insight into how well you are planning your workforce.

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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. Are your customers happy? Why do metrics matter? How do you know? ​​How