Do you want to better understand caller behavior? Set realistic performance objectives? Create accurate plans and schedules? Respond appropriately to real-time developments? While having a good ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...