Workforce Management for Call Centers: What You Need to Know
Playvox
JANUARY 11, 2024
These include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor. According to a study by Joseph Folkman, a behavioral statistician, leaders who exhibit very poor candor (bottom 10%) were in the 20th percentile of overall leadership effectiveness.
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