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Workforce Management

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Workforce optimization software can help companies of all sizes improve best practices and achieve significant improvements in service quality and operational efficiency. These solutions also aim to improve service delivery, lower operating costs and increase overall agent retention.

One fundamental necessity of effectively managing your service workforce includes the forecasting of contact patterns using historical data. Many systems also offer an expanded range of features including skill-based and multimedia scheduling, intra-day reporting, agent self-service capabilities, schedule monitoring and time-off administration.


Below, you'll find white papers on workforce management, workforce performance management, and workforce optimization. You'll also find white papers that offer additional solutions to help you more effectively manage your contact centers. Be sure to check back often, as this section is updated regularly.


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Workforce Management