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Workforce Management for Call Centers: What You Need to Know

Playvox

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers? Related reading: Playvox eBook: Top Tips for Engaging and Motivating Agents 5.

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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls.