Contact Center Outsourcers Playbook: Scheduling
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Contact center managers are tasked with the challenge of balancing staffing levels while maintaining profitability. You want to ensure your contact center is staffed accordingly to deliver a great customer experience. In order to do so, you must look at ways to improve the workload of your agents and optimize their schedules.
Read this playbook to learn:
- How to utilize workforce optimization (WFO) to maximize efficiency
- Where you can leverage data to make more informed decisions
- How to forecast and schedule your agent workforce effectively