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Call Center Workforce Management 101

Expivia

Follow these call center workforce management best practices to find out how to staff your contact center the right way. What Is Call Center Workforce Management? In a call center, workforce management comes down to how you staff your agents.

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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. The Customer Satisfaction score can also be applied at the company level. As a bonus, in each category, we’ve added three ways to improve these metrics.