Blog contact center workforce Customer retention Schedule adherence 
Fonolo
MAY 30, 2023
In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The numbers back this up.
Noble Systems
SEPTEMBER 29, 2020
WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. BLOG: How Robotic Process Automation Can Augment Your Contact Center Workforce • read.
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