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. 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. Coaching builds confidence in your agents.
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