Contact Center Workforce Management Best Practices
Fonolo
MAY 30, 2023
Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The Golden Rules of SLAs Real-time adherence Studies show that contact centers with WFM tools have a 7.5% higher adherence rate than those without. They can manage their own schedules, request time off, and swap shifts, too.
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