Accountability Calibration contact center workforce Wait times 
COPC
FEBRUARY 15, 2024
Workforce Management: Accuracy and Data Quality AI analyzes historical data and forecasts call volume with remarkable accuracy, empowering managers to optimize staffing schedules. This This forecasting ensures efficient resource allocation and minimizes customer wait times. However, the
Playvox
JANUARY 25, 2024
This results in long wait times and abandoned conversations. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. When a contact center is understaffed or overstaffed, money is being improperly spent, putting revenue and profitability at risk.
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