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
And, look to your year-over-year metrics for added guidance, too. Did call volume decrease substantially in June because people flocked to the beach for summer vacation? If budgets are too tight to invest in WFM tools right now, you can seek out free resources, like this Erlang Calculator from Call Centre Helper.
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