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Optimal Workforce Management
Companies need to have the right resources in the right places at the right times, handling each customer interaction and work item in the most appropriate way.
As a company defines the customer journeys, executives and organizations should strive to get everything they can out of their workforce management system.
The bottom line is that optimizing contact center, workers shift times and call center performance will help to develop a competitive advantage as the productivity of the employees is improved, customers’ needs are proactively met, and, ultimately, revenues are increased.