First call resolution Morale Schedule adherence Study 
Fonolo
MAY 30, 2023
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. Real-time adherence ensures that contact centers can react quickly to changing customer demand. They can manage their own schedules, request time off, and swap shifts, too.
Hodusoft
OCTOBER 22, 2021
According to a study by Gartner, 89% of businesses will soon compete primarily on customer experience, and companies that prioritize customer experience will stand out from the crowd and attract loyal customers. . Call center managers can target other pressing issues as a result of streamlining workflow. Engage agents.
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