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eBook Title:
TUNING UP SERVICE LEVELS WITH WFM


Company Name:
Noble Systems


Abstract:

The foundation for a high-performing contact center can be established with Workforce Management (WFM). By building a management plan, accurately forecasting call volumes, and scheduling to minimize under/overstaffing, you can elevate the quality of customer service your team provides. And when you include contact center agents in the management process, by seeking out their perspective when planning and discussing changes before enacting them, it further improves agent satisfaction (and further improves your chances of reaching service level goals).

In this ebook, you’ll learn tried-and-true tips for tuning up your service levels and avoiding mismanagement pitfalls – so you will have a polished, highly-calibrated contact center.

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