Workforce Management for the 21st Century: Helping Deliver a Great CX
DMG Consulting
SEPTEMBER 7, 2023
Workforce management solutions need to be able to accurately account for asynchronous interactions, such as emails or back-office functions, that can start and stop over a period of minutes, hours, days, or even weeks. The majority of contact centers allow work-at-home and hybrid schedules, as this allows them to reduce real estate costs.
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