Remove Agent burnout Remove Coaching Remove Entertainment Remove Service level
article thumbnail

Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations

SharpenCX

Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Build in time for agent coaching. Coaching builds confidence in your agents.