call center workforce Morale Service level Wait times 
Fonolo
MAY 30, 2023
Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. higher adherence rate than those without.
NobelBiz
OCTOBER 17, 2023
Moreover, they are unable to access the company’s internal knowledge base effectively, delaying response times. Without this data, they might either overstaff, leading to increased costs, or understaff, leading to reduced service levels. Agent Frustration: Agents rely on technology to assist customers efficiently.
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