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Contact Centre Technology

The State of Workforce Management in Contact Centres 2016

10 min read Download White Paper
Author Business Systems UK
Category Workforce Management
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Workforce Management technology has come a long way in a very short period of time. Nonetheless, there seems to be a lack of understanding on how this technology can help contact centres improve their resource planning, customer service and employee engagement whilst reducing staff turnover and overall operational costs.  

Based on our survey, many contact centre professionals are still not convinced on the benefits Workforce Management can deliver to their organisation.

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