Optimization
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Blog
Download the Cloud Optimization Enterprise Spotlight
Download the December 2024 issue of the Enterprise Spotlight from the editors of CIO, Computerworld, CSO, InfoWorld, and Network World. Source link
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Blog
5 Proven Benefits of Contact Center Workforce Optimization
Contact center workforce optimization has two pillars: workforce management (WFM) and quality management (QM). WFM consists of forecasting, scheduling, and balancing workloads to ensure you have the right people in the right seats at any given time. QM means monitoring, analyzing, and improving agent performance. Without both, you’ll struggle to meet demand, let alone exceed customer expectations. Contact center workforce…
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