VocalCom
MARCH 12, 2018
The contact center is, without question, an intense environment. To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Agents need the best technology to deliver great service.
SharpenCX
APRIL 29, 2020
Instead, manage shifts and stagger breaks, making sure each agent gets time for breaks, but customers still get the help they need. Pro Tip: Use WFM technology to help plot your workforce management strategies. And, now’s the perfect time to test out shift bidding – where agents get more control over their individual schedules. .
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