Abandon rate call center workforce Chatbots Wait times 
Fonolo
JANUARY 25, 2022
From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Getting all those nuts and bolts to run in perfect harmony is often referred to as call center workforce optimization (WFO).
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. Three Ways To Improve Call Initiation Metrics Increase the number of agents available for inbound calls during peak times to provide faster call center support to customers.
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