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3 Things to Consider When Picking a Call Center Workforce Management Software

Fonolo

MARCH 8, 2022

When it comes to call center workforce management, be sure your software entails these three functions: Forecasting tools. It requires detailed data collection and analysis of all customer communications, history, and metrics to predict the number of inbound calls for a future given time period (week, month, quarter).

call center workforce 75
call center workforce Call Center Agent burnout Management 75
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The Importance of Accurate Forecasting for Omnichannel Volume

Playvox

MAY 25, 2023

An AI-driven workforce management solution does the heavy lifting to automate forecasting and many of the other repetitive and time-consuming manual tasks in contact center workforce management. This lets workforce managers focus instead on the analysis of data and insights to feed the continuous improvement cycle.

Contact Center 55
Contact Center Workload forecasts Agent burnout Customer retention 55
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