Expivia
MARCH 11, 2021
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.
Playvox
JUNE 22, 2023
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. Metrics such as peak times, number of calls handled, cost per call, and other KPIs help organizations manage staffing requirements, forecasting, and spotting trends.
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