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Workforce Optimization: What It is and Why You Need It

Playvox

JANUARY 25, 2024

Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting.

Coaching 77
Coaching Contact Center Quality management Schedule adherence 77
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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

JUNE 22, 2023

Leverage technology to identify trends in the number of calls, peak times, holes in knowledge, and other key call center operational metrics. Want to learn more about key call center efficiency metrics?

Call Center 52
Call Center Metrics Schedule adherence Average Handle Time 52
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