Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations
SharpenCX
APRIL 29, 2020
Apply the increase to your peak season in 2020, and you can forecast at least 2500 interactions per day (without accounting for any other business changes). To keep your team engaged and performing at their best, your agents need to be coached daily. Often, WFM will cancel scheduled agent coaching sessions when volume spikes.
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