Agent burnout contact center workforce Metrics Tips 
Playvox
JANUARY 11, 2024
Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Does your spreadsheet do all that?
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).
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