Aspect
APRIL 2, 2020
All of this sounds good for certain types of roles, but we know our contact center workforce needs to work at times when customers need to communicate with our company, which we have painstakingly planned and update d continuously using w orkforce m anagement. more time required for team building and employee morale health.
Playvox
JANUARY 11, 2024
Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.
Aspect
JANUARY 21, 2019
A recent Aspect survey of 500 consumers showed that 72 percent of consumers would rather interact with a happy agent and have their experience take longer than deal with an uninterested agent. These breakthroughs don’t address the needs of the contact center staff who are not agents.
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